After Hours Specialist

CRS is a leader in the temporary-housing industry, providing solutions to individuals displaced from their homes due to loss. We work with insurance companies and policyholders to make this difficult time easier. Our office is located in North Central Phoenix.

About the Role

We’re looking for a dedicated After-Hours Customer Support Representative to join our team and help us provide exceptional service outside of traditional business hours. This role is ideal for someone who enjoys solving problems, working independently, and supporting customers during evening and weekend hours.

New employees will complete office training for the first few weeks, working in-office until they show proficiency in the role (approximately 90 days). Afterward, they may transition to a hybrid work arrangement, working from home with periodic office visits for training and meetings. Computer and phone equipment will be provided. You must have reliable high-speed internet service and a suitable workspace at your residence.

Training: approximately 60 days, Monday–Friday, 8:00 AM – 4:30 PM (in-office). Pristine attendance during the full training period is required.

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.

Pay

Starting pay during training is $20.00 per hour with a Monday–Friday daytime schedule. After training, the hourly rate increases to $21.00 per hour for the after-hours schedule, with additional opportunity for monthly incentives.

Responsibilities

• Serve as point of contact for policyholders and adjusters, providing information and education on the hotel and housing process.
• Source and reserve hotels that meet the needs of the policyholder while ensuring claim expenses are within policy limits.
• Obtain adjuster approvals and accurately process extensions if needed.
• Assist with resolving customer service issues related to the hotel or housing stay.
• Communicate with hotels or landlords to ensure 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 promptly and properly resolving questions and issues via email and telephone.
• Manage high-volume email and inbound/outbound telephone calls for claim handling while documenting activities in the company’s computer system.
• Perform other duties as necessary or assigned.

Requirements

• Excellent written and verbal communication skills.
• Strong problem-solving skills with a proactive and innovative focus.
• 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.).
• 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.

Physical Requirements

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