Remote Customer Service Specialist

Sedgwick Claims Management Services Inc. is hiring a Customer Service Specialist to support policyholders and business partners throughout the temporary housing process. The role handles housing inquiries and assignments, hotel placements and extensions, communication queues, documentation, and escalation of complex issues.

Responsibilities:

• Support and promote Sedgwick’s mission, strategic vision, and value proposition when interacting with policyholders, adjusters, hotels, vendors and internal colleagues
• Answers inbound calls from policyholders, adjusters, hotels, property managers, and internal partners in a professional, friendly, and compassionate manner
• Serves as a key point of contact for temporary housing-related inquiries, providing timely assistance, clear communication, and empathetic support throughout the customer experience
• Accurately enters new temporary housing claims and assignments into internal systems and ensures required information and documentation are complete
• Monitors inbound email queues, shared mailboxes, carrier portals, web portals, and other customer service communication channels to ensure new requests, approvals, inquiries, and follow-ups are addressed timely
• Contacts policyholders by phone, text, and email to confirm hotel extension needs, obtain necessary information, communicate updates, and support other housing-related requests
• Extends existing hotel stays and assists with booking hotel accommodations when needed, ensuring appropriate authorization, dates, rates, and reservation details are documented
• Communicates with hotels and other lodging partners to address reservation changes, extensions, availability, check-in concerns, billing questions, and other service needs
• Retrieves hotel folios and supporting documentation for completed and partial stays and reviews documentation for billing accuracy and completeness
• Enters, verifies, and maintains accurate customer, claim, hotel, and service information across internal databases, CRM tools, and other departmental systems
• Manages multiple calls, emails, claims, and service requests simultaneously while prioritizing time-sensitive needs and meeting established service-level expectations
• Identifies and resolves routine customer service and housing-related issues using sound judgment and problem-solving skills and promptly escalates complex, urgent, or unresolved matters when necessary
• Collaborates with Housing, Hotel, Claims, Finance, vendors, and other internal and external partners to ensure continuity of service and a positive customer experience
• Maintains working knowledge of departmental processes, temporary housing services, hotel operations, customer service standards, and applicable procedures to accurately assist customers and business partners
• Performs other duties as assigned
• Supports the organization's quality program(s)

Requirements:

• Two (2) years of experience in customer service, call center operations, hospitality, insurance, or a related service-focused environment
• Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
• Credit security clearance
• Bachelor's degree or equivalent from an accredited college or university
• Previous experience in temporary housing, corporate lodging, insurance claims, or hotel operations