After Hours Customer Service Specialist

About CRS

CRS is a leader in our industry providing temporary housing solutions to individuals who are displaced from their home due to loss. Working with insurance companies and the policyholders, we provide a variety of solutions to make this difficult time easier.

Our office is in North Central Phoenix. New employees will complete in-office training for the first few weeks. Additionally, employees will work in-office until they show proficiency in the role (approximately 60 - 90 days), then they may start working from home on a hybrid basis and will be required to come to the office periodically for training and/or meetings.

Computer and phone equipment will be provided. You must have reliable high-speed internet service and a suitable workspace at your residence.

About the Role

We’re looking for a dedicated After-Hours Customer Support Representative to join our team and help us provide exceptional service outside of traditional business hours. This role is ideal for someone who enjoys solving problems, working independently, and supporting customers during evening and weekend hours.

• Training: approximately 60 - 90 days, Monday–Friday, 8:00 AM – 4:30 PM (in-office)
• Note: Pristine Attendance during the full training period is required.
• Regular Schedule: 1 weekend day (Saturday or Sunday) 4 weekday shifts
• Shift Hours: 12:30 PM – 9:00 PM for weekdays and weekend shift hours will vary between 6:00 AM - 9:00 PM. 

The starting pay (during training) will be $20.00 per hour with the Monday – Friday daytime schedule. After Training is completed (and the After-Hours schedule is assigned), the hourly rate for this position will be $21.00 per hour, with additional opportunity for monthly incentives. 

(Essential) Duties/Responsibilities:

• Serve as point of contact for policyholders and adjusters, provide information and education on the hotel and housing process.
• Source and reserve hotels that meet the needs of the policyholder and ensure claim expenses are within policy limits.
• Obtain adjuster approvals and accurately process extensions if needed.
• Assist with resolving any customer service issues related to the hotel or housing stay.
• Communicate with hotel or landlord to ensure the policyholders needs and special requests are met.
• Occasionally act on behalf of the collections department to obtain abatement for a claim.
• Ensure customer satisfaction by prompt and proper resolution of questions and issues via email and telephone communication.
• Manage high volume email, as well as inbound and outbound telephone calls for claim handling, while documenting activities related to the claim in the company’s computer system.
• Performs other duties as necessary or assigned.

Qualifications

• Excellent Verbal and Written skills including proficiency with grammar and phone etiquette.
• Strong problem-solving skills with a proactive and innovative focus.
• Strong ability to multitask. Sense of urgency and deadline oriented.
• Must demonstrate accuracy, attention to detail, and excellent organization skills.
• Must have demonstrated critical thinking and problem-solving skills.
• Ability to demonstrate compassion and handle sensitive information.
• Ability to remain calm and professional during stressful situations.

Education and/or Experience:

• Minimum of 2 years Customer Service experience. Call Center experience preferred.
• Typing speed 40 wpm or higher preferred.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, etc.)
• Stable work history with excellent attendance.
• High School Diploma or equivalent required. Completion of college degree coursework preferred.

Physical Requirements:

• Prolonged periods sitting at a desk (or standing) and working on a computer and phone headset.