What are the responsibilities and job description for the After Hours Specialist position at CRS Temporary Housing?
Job Details
Description
CRS is a leader in our industry providing temporary housing solutions to individuals who are displaced from their home due to loss. Working with insurance companies and the policyholders, we provide a variety of solutions to make this difficult time easier.
Our office is in North Central Phoenix. New employees will complete in-office training for the first few weeks. Additionally, employees will work in-office until they show proficiency in the role (approximately 90 days), then they may start working from home on a hybrid basis and will be required to come to the office periodically for training and/or meetings.
Computer and phone equipment will be provided. You must have reliable high-speed internet service and a suitable workspace at your residence.
The training schedule is typically Monday- Friday from 8:00 AM – 4:30 PM. Additionally, employees will work in-office until they show proficiency in the role (approximately 90 days), then they may start working from home on a hybrid basis and will be required to come to the office for meetings or training, approximately once per week.
Computer and phone equipment will be provided. You must have reliable high-speed internet service and a suitable workspace at your residence.
The After-Hours position helps cover the evening and weekend hours. (The schedule assigned after training is completed.) The schedule (post-training) for this position is typically 4 weekdays from approximately 12:30 – 9 PM and 1 weekend day, where the weekend shift may be an earlier shift.
The pay rate for this position is $19.00 to start, with additional opportunity for monthly incentives. The starting pay (during training) will be $19.00 per hour with the Monday – Friday daytime schedule. After Training is completed (and the After-Hours schedule is assigned), the hourly rate for this position will be $20.00 per hour.
Job Summary:
This position is a point of contact performing customer service ensuring prompt resolution of customer requests received outside of core business hours. The role will book hotels and/or assist with inquiries during long term housing.
(Essential) Duties/Responsibilities:
- Serve as point of contact for policyholders and adjusters, provide information and education on the hotel and housing process.
- Source and reserve hotels that meet the needs of the policyholder and ensure claim expenses are within policy limits.
- Obtain adjuster approvals and accurately process extensions if needed.
- Assist with resolving any customer service issues related to the hotel or housing stay.
- Communicate with hotel or landlord to ensure the policyholders needs and special requests are met.
- Occasionally act on behalf of the collections department to obtain abatement for a claim.
- Ensure customer satisfaction by prompt and proper resolution of questions and issues via email and telephone communication.
- Manage high volume email, as well as inbound and outbound telephone calls for claim handling, while documenting activities related to the claim in the company’s computer system.
- Performs other duties as necessary or assigned.
Qualifications
- Excellent written and verbal communication skills.
- 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.)
Education and/or Experience:
- Minimum of 2 years Customer Service experience.
- Typing speed 40 wpm or higher preferred.
- Stable work history with excellent attendance
- High School Diploma or equivalent required
Physical Requirements:
- Prolonged periods sitting at a desk (or standing) and working on a computer and phone headset.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Salary : $19 - $20
