Claims Service Representative
About The Position
The Claims Service Representative plays a critical role in delivering an exceptional customer experience by helping reunite customers with items reported as lost, missing, or misplaced during the moving process. Acting as a central point of contact, this position investigates overages and shortages, researches available information, and works closely with customers, agents, and internal teams to identify solutions and bring issues to resolution. Success in this role requires strong customer service skills, attention to detail, and the ability to balance empathy with problem-solving. The ideal candidate enjoys helping people, thrives when working through complex situations, and takes ownership of delivering positive outcomes for customers.
Requirements
- High school diploma or equivalent.
- One to two years of customer service, claims, administrative support, logistics, call center, or related experience.
- Strong verbal and written communication skills.
- Demonstrated ability to handle customer concerns professionally and effectively.
- Strong organizational skills and attention to detail.
- Ability to analyze information, solve problems, and make sound decisions.
- Proficiency with Microsoft Office applications and other computer-based systems.
- Ability to manage multiple priorities in a fast-paced environment.
Nice To Haves
- Experience in customer service, claims administration, transportation, logistics, relocation, insurance, or a related field.
- Experience handling case management, issue resolution, or customer escalations.
- Experience researching information and coordinating solutions across multiple stakeholders.
- Experience working in environments with high customer interaction and service expectations.
Responsibilities
- Serve as a primary point of contact for customers regarding reported overages and shortages.
- Deliver a high level of customer service by responding to inquiries professionally, empathetically, and promptly.
- Investigate missing and found item reports by reviewing files, records, correspondence, and system information.
- Analyze available information to determine ownership of overages and identify the location of reported shortages.
- Coordinate with customers, agency personnel, and internal teams to gather information and move cases toward resolution.
- Evaluate the most cost-effective and efficient options for returning items to their rightful owners.
- Maintain accurate documentation and case records within company systems.
- Manage multiple open cases simultaneously while meeting established service expectations.
- Follow up on unresolved matters and proactively communicate updates to customers and stakeholders.
- Exercise sound judgment and decision-making while following established procedures and best practices.
- Support departmental initiatives and additional responsibilities as assigned.
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and paid holidays
- Company-paid life insurance and disability coverage
- Tuition reimbursement and professional development opportunities
- Employee assistance and wellness resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
