By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.
Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies
Certified as a Great Place to Work®
Fortune Best Workplaces in Financial Services & Insurance
Remote Customer Service Specialist
SCHEDULE: Mon, Tues, Thurs, Fri 11:00 AM-8:00 PM EST; Sun 12:30 PM-9:30 PM EST; Off Weds & Sat
PRIMARY PURPOSE: To provide responsive, compassionate, and accurate customer service to displaced policyholders, adjusters, hotels, property managers, vendors, and internal business partners throughout the temporary housing process. This position serves as a primary point of contact for routine housing-related questions and service needs, including entering new housing assignments, supporting hotel placements and extensions, monitoring communication queues, retrieving hotel folios, and maintaining accurate claim documentation. The Customer Service Specialist works in a fast-paced, service-driven environment where urgency, empathy, attention to detail, and effective communication are essential. The role requires the ability to manage multiple customer interactions and assignments simultaneously while following established procedures, recognizing time-sensitive needs, and escalating complex or unresolved issues appropriately.
ESSENTIAL FUNCTIONS AND 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…