Customer Service Specialist

CRS is an industry leader with 35+ years of history as a trusted partner to insurance carriers, assisting their policyholders in times of crisis. The company provides services such as Temporary Housing, Managed Repair Program, and more.

As part of our commitment to a safe and trusted workplace, CRS requires all new hires to complete a pre‑employment background check and drug screening. This will be detailed upon offer.

Our office is in North Central Phoenix. New employees will complete office training for the first few weeks, after which they will work in‑office for approximately 90 days to achieve proficiency, then may transition to a hybrid model while remaining available for training and meetings.

Computer and phone equipment will be provided. Candidates must have reliable high‑speed internet and a suitable home workspace.

We’re looking for a dedicated After‑Hours Customer Support Representative to provide exceptional service outside of traditional business hours. This role is ideal for someone who enjoys solving problems, working independently, and supporting customers during evenings and weekends.

• Training: approximately 60 days, Monday–Friday, 8:00 AM – 4:30 PM (in‑office)
• Note:
  
  Pristine attendance required during the training period.
• Regular
  
  Schedule:
  
  1 weekend day (Saturday or Sunday) + 4 weekday shifts
• Shift
  
  Hours:
  
  12:30 PM – 9:00 PM for weekdays; weekend shift hours vary between 6:00 AM – 9:00 PM.

The starting pay (during training) is $20.00 per hour (Monday–Friday daytime schedule). After training and assignment to after‑hours schedule, the hourly rate will be $21.00 per hour, with additional opportunity for monthly incentives.

• Serve as point of contact for policyholders and adjusters, providing information and guidance on the hotel and housing process.
• Source and reserve hotels that meet the policyholder’s needs and ensure claim expenses stay 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 hotels or landlords to ensure policyholder needs and special requests are met.
• Occasionally act on behalf of the collections department to obtain abatements for a claim.
• Ensure customer satisfaction by promptly resolving questions and issues via email and telephone communication.
• Manage high volume email and handle inbound and outbound telephone calls for claim handling, documenting activities related to the claim in the company’s computer system.
• Perform other duties as necessary or assigned.

• Excellent written and verbal communication skills.
• Strong problem‑solving skills with a proactive and innovative focus.
• Demonstrated accuracy, attention to detail, and strong organizational skills.
• Strong ability to multitask; a sense of urgency and deadline orientation.
• Intermediate competency in math.
• Ability to demonstrate compassion and handle sensitive information.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, etc.).

• Minimum of 2 years of customer service experience.
• Typing speed of 40 wpm or higher preferred.
• Stable work history with excellent attendance.
• High school diploma or equivalent required.

• Prolonged periods sitting at a desk (or standing) and working on a computer with a phone headset.