Customer Claims Specialist (Hotel)

CRS Temporary Housing•Phoenix, AZ

39d•Hybrid

About The Position

CRS is a Phoenix-based company that helps insured families recover after unexpected home damage (fire, water, storm, earthquake, etc.) by providing temporary housing and relocation support. Working closely with insurance carriers, CRS manages everything from emergency hotel stays to long term housing, furniture, and necessities. In addition to housing placement services, we also streamline the repair and restoration process for damaged homes by tapping into our national network of general contractors. Since 1989, the company has built a reputation for reliability and world class, compassionate customer care powered by a team of professionals dedicated to supporting people during critical moments. Our goal is to make a difficult situation easier by coordinating housing solutions that fit the policyholder’s needs while also working within the guidelines of their insurance coverage. Our office is in North Phoenix, off the North 101 Loop and 19th Ave. in Deer Valley. As part of our commitment to a safe and trusted workplace, CRS requires all new hires to complete a pre-employment background check and drug screening. CRS is an equal opportunity employer. We hire, develop, and promote individuals based on job-related qualifications and abilities. We offer a welcoming and inclusive environment in service to one another, our diverse clients, and the communities we call home. We do this with kindness, empathy and respect for each other. About the Role We’re seeking a Customer Claims Specialist (Hotel) to support policyholders with temporary lodging needs during active claims. In this role, you will locate suitable hotels for approved temporary stays, coordinate details directly with policyholders, and serve as a reliable point of contact throughout the lodging process. You will also verify supporting documentation and review hotel invoices to ensure claims are processed accurately and efficiently in line with policy requirements and internal procedures.

Requirements

Excellent written and verbal communication skills (email, text, phone).
Strong problem-solving skills with a proactive and innovative focus.
Must demonstrate accuracy, attention to detail, and excellent organization skills.
Strong ability to multitask.
Sense of urgency and deadline oriented.
Intermediate competency in math.
Ability to demonstrate compassion and handle sensitive information.
Proficient with Microsoft Office Suite (Outlook, Word, Excel, etc.)
Adequate typing speed, indicative of ability to type while holding a phone conversation.
High school diploma or equivalent required

Nice To Haves

2+ years of Customer Service experience.
Stable work history with a pattern of excellent attendance and reliability.
Relatable knowledge within the insurance industry
Salesforce experience

Responsibilities

Receive and manage hotel/temporary stay requests related to policyholder claims.
Locate and recommend available hotels that meet coverage guidelines, customer needs, and claim requirements.
Act as the primary point of contact for assigned policyholders regarding hotel arrangements throughout the claims process.
Coordinate booking-related information as directed by established workflows (e.g., stay dates, guest details, payment/authorization instructions).
Review and confirm hotel invoices for eligibility, accuracy, and adherence to policy terms (rates, dates, charges, taxes/fees as applicable).
Document all customer interactions, decisions, and claim-related activity in the company’s case management system (Salesforce).
Maintain strong working relationships with internal claims partners and, when applicable, hotel/vendor contacts.
Follow compliance and privacy requirements while handling sensitive customer and claim information.
Perform other duties as necessary or assigned.