Customer Claims Specialist (Hotel)

CRS Temporary Housing•Phoenix, AZ

14d•Hybrid

About The Position

CRS is a Phoenix-based company that provides temporary housing and relocation support to insured families recovering from unexpected home damage. The Customer Claims Specialist (Hotel) supports policyholders with temporary lodging needs during active claims. The role finds suitable hotels for approved stays, coordinates directly with policyholders, and serves as a point of contact throughout the lodging process. It also involves verifying supporting documentation and reviewing hotel invoices so claims are processed accurately and efficiently in accordance with policy requirements and internal procedures. Training lasts approximately 90 days and is conducted in-office, Monday through Friday, 8:00 AM to 4:30 PM. Employees are asked not to request PTO during training. After the training period, the position is hybrid: one day per week in the office and four days remote. CRS provides computer and phone equipment; employees must have reliable high-speed internet and a suitable home workspace. Compensation is $20 per hour (approximately $41,600 annually), with monthly bonuses supplementing hourly pay. The office is in North Phoenix, near the North 101 Loop and 19th Avenue in Deer Valley. New hires must complete a pre-employment background check and drug screening.

Requirements

High school diploma or equivalent.
Excellent written and verbal communication skills, including email, text, and phone communication.
Strong problem-solving skills with a proactive and innovative focus.
Accuracy, attention to detail, and strong organizational skills.
Ability to multitask.
Sense of urgency and deadline orientation.
Intermediate math competency.
Ability to demonstrate compassion and handle sensitive information.
Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
Adequate typing speed to type while holding a phone conversation.
Reliable high-speed internet service and a suitable workspace at home for the remote portion of the schedule.
Completion of a pre-employment background check and drug screening.

Nice To Haves

Two or more years of customer service experience.
Stable work history with excellent attendance and reliability.
Relevant knowledge of the insurance industry.
Salesforce experience.

Responsibilities

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