After Hours Specialist

CRS Temporary Housing•Phoenix, AZ

2d•Hybrid

About The Position

CRS is hiring an After Hours Customer Claims Specialist to provide customer service to policyholders and adjusters outside traditional business hours. The role supports families recovering from unexpected home damage by coordinating temporary hotel and housing arrangements in accordance with policyholder needs and insurance coverage. It includes a corporate environment, benefits, a hybrid commute, and a business-casual culture. Training lasts approximately 60 days and is conducted in-office Monday through Friday, 8:00 AM–4:30 PM. PTO requests are discouraged during training. After training, the schedule consists of four weekday shifts and one weekend day (Saturday or Sunday). Weekday shifts are 12:30 PM–9:00 PM; weekend shifts may fall between 6:00 AM and 9:00 PM. Computer and phone equipment are provided. Employees must have reliable high-speed internet and a suitable workspace at home. Pay is $20.00 per hour during training and $21.00 per hour after training, including a shift differential. Monthly performance bonuses supplement hourly pay. CRS requires new hires to complete a pre-employment background check and drug screening. The company describes itself as an equal opportunity employer committed to a welcoming and inclusive workplace.

Requirements

Excellent written and verbal communication skills, including email, text, and phone communication.
Strong problem-solving skills and a proactive, innovative approach.
Accuracy, attention to detail, and strong organizational skills.
Ability to multitask effectively.
A sense of urgency and ability to meet deadlines.
Intermediate math competency.
Ability to demonstrate compassion and handle sensitive information.
Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
High school diploma or equivalent.
Reliable high-speed internet service and a suitable workspace at home.

Nice To Haves

At least 2 years of customer service experience.
Stable work history demonstrating excellent attendance and reliability.
Relevant knowledge of the insurance industry.
Salesforce experience.

Responsibilities

Serve as a point of contact for policyholders and adjusters, providing information and education about the hotel and housing process.
Find and reserve hotels that meet policyholders’ needs while keeping claim expenses within policy limits.
Obtain adjuster approvals and accurately process extensions when needed.
Help resolve customer service issues related to hotel or housing stays.
Communicate with hotels or landlords to ensure policyholders’ needs and special requests are met.
Occasionally act on behalf of the collections department to obtain abatement for a claim.
Resolve questions and issues promptly and appropriately through email and telephone communication.
Manage high-volume email and inbound and outbound telephone calls for claim handling, documenting activities in Salesforce.
Perform other duties as necessary or assigned.