Customer Support Representative

Customer Support Representative Vet Claims.ai Department:
Customer Support Work Environment:
Remote

Employment Type:

Full-Time | Non-Exempt

Reports To:

Customer Support Team Lead

Vet Claims.ai is seeking experienced, customer-focused Customer Support Representatives to assist veterans and prospective customers with questions, concerns, account inquiries, and service-related needs. This position supports various Customer Support functions, including customer communications, case management, issue resolution, appeals-related administrative support, and social media engagement. The ideal candidate has proven professional customer service experience and hands‑on proficiency using CRM platforms such as Hub Spot, Salesforce, Zendesk, or similar systems.

Ideal candidates have experience managing customer inquiries, resolving complaints, documenting interactions, and handling multiple cases or tickets in a fast‑paced business environment. Strong communication, problem-solving, multitasking, and de‑escalation skills are essential. We are seeking individuals who can confidently navigate multiple information systems, applications, and CRM platforms while taking ownership of customer concerns, resolving issues efficiently, and consistently delivering high‑quality service with minimal supervision.

Utilize CRM platforms, such as Hub Spot or similar systems, respond to customer inquiries across phone, email, social media, and other approved communication channels while documenting interactions, managing tickets, tracking case statuses, and completing follow‑ups. Provide accurate information, resolve concerns, explain approved processes, and communicate clear next steps. Handle difficult conversations professionally, demonstrate empathy, and apply effective de‑escalation techniques. Research customer accounts, investigate complaints, troubleshoot issues, and manage assigned cases through resolution or appropriate escalation.

Coordinate with internal departments, including Appeals, Resolutions, Quality Control, and other authorized teams. Assist with customer outreach, callbacks, referrals, and appeals‑related administrative support as assigned. Maintain confidentiality, follow company policies and procedures, and protect sensitive customer information. Meet departmental expectations for productivity, quality, responsiveness, attendance, and accurate documentation. Participate in required training, coaching, and quality assurance reviews.

• High school diploma or equivalent.
• Minimum 1 year of professional customer service experience , preferably in a business support, call‑center, or customer‑facing environment.
• Experience using CRM platforms, ticketing systems, or customer management software.
• Strong verbal and written communication, problem‑solving, multitasking, and organizational skills.
• Ability to manage customer concerns, navigate multiple systems, and maintain professionalism during difficult interactions.
• Ability to work independently, prioritize responsibilities, and follow established procedures in a remote environment.
• Reliable internet access and a suitable remote workspace.

• 2+ years of professional customer service or customer support experience.
• Hands‑on experience with Hub Spot, Salesforce, Zendesk, or similar CRM platforms.
• Experience with customer complaints, escalations, case management, customer outreach, or high‑volume support environments.
• Familiarity with VA disability claims, appeals, or veteran‑related services.
• Military veteran or prior experience working with veterans, military personnel, or veteran‑focused organizations preferred, but not required.

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