Temporary Hotel/Intake Coordinator

Homelink Corporation•Hoffman Estates, IL

13h•Remote

About The Position

The Temporary Hotel/Intake Coordinator provides immediate assistance to policyholders who have been displaced from their homes by completing the initial claim intake process and coordinating hotel accommodations. The coordinator gathers accurate claim information, identifies each family's individual needs, secures appropriate hotel placement, and provides timely, compassionate service throughout the hotel stay. The position also supports high-volume incoming calls and related administrative needs.

Requirements

High school diploma or equivalent required
A minimum of three years of experience in customer service, hospitality, housing, or a professional office environment preferred.
Hotel, lodging, housing, claims, or call-center experience preferred.
Professional, compassionate, upbeat, and friendly demeanor.
Strong verbal and written communication skills, with a customer-service orientation and the ability to remain calm and helpful when assisting individuals experiencing stressful circumstances.
Excellent attention to detail and commitment to accurate documentation.
Strong computer, data-entry, and typing skills.
Proficiency in Microsoft Office programs, including Word, Excel, and Outlook.
Strong organization, planning, and time-management skills with the ability to manage several priorities at once in a fast-paced environment.
Ability to work independently in a remote environment while collaborating effectively as part of a team.
Ability to maintain a flexible schedule; some evening and weekend work may be required.

Nice To Haves

bachelor's degree in Hospitality, Communications, Business, or a related field preferred.

Responsibilities

Provide an immediate and timely response to a high volume of incoming calls, emails, and service requests.
Complete the intake process for incoming claims by collecting and accurately documenting policyholder, insurance policy, loss, and accommodation information.
Contact policyholders to assess their immediate lodging needs and coordinate hotel placement for displaced individuals and families.
Locate and secure hotel reservations that best meet each policyholder's needs while considering location, accessibility, family composition, pets, availability, and authorized coverage.
Clearly communicate reservation details, next steps, and expectations to policyholders, adjusters, hotel partners, and internal team members.
Provide exceptional and compassionate customer service to policyholders, customers, adjusters, vendors, and hotel partners.
Apply critical thinking and sound judgment to resolve issues and appropriately address each family's individual circumstances.
Address policyholder concerns during the hotel stay and assist with extensions, relocations, or other lodging-related needs as directed.
Update internal databases, files, spreadsheets, and claim notes; complete all required paperwork accurately and promptly.
Direct calls to the appropriate parties and take and relay detailed messages when needed.
Provide administrative and operational support to the Intake Services, Hotel, and other departments as assigned.
Maintain confidentiality and a professional remote work environment.
Perform other related duties as assigned to support business and customer needs.