REMOTE CUSTOMER CONTACT REPRESENTATIVE

Location: 100% Remote (Open to most U.S. states; not hiring in CA, AK, or HI)

About the role

Receive and manage 15–25 new exterior (roofing, siding) property claim assignments daily while coordinating inspections for homeowners following fire, water, storm, or other property damage. Make 30–50 outbound calls daily (plus occasional inbound calls) to homeowners and contractors to gather loss details, schedule inspections, and provide updates. Accurately document claim information, maintain case records, and communicate with insurance carriers, contractors, and internal departments using multiple computer systems. Manage multiple claims simultaneously while meeting carrier-specific service level agreements and maintaining a strong sense of urgency and attention to detail. Provide empathetic customer service while following established workflows and understanding that this role does not involve discussing insurance coverage or claim decisions.

Responsibilities

• Receive and manage 15–25 new exterior property claim assignments daily
• Coordinate inspections for homeowners following property damage
• Make 30–50 outbound calls daily to homeowners and contractors to gather loss details, schedule inspections, and provide updates
• Accurately document claim information and maintain case records
• Communicate with insurance carriers, contractors, and internal departments using multiple computer systems
• Manage multiple claims simultaneously while meeting carrier-specific service level agreements
• Provide empathetic customer service while following established workflows

Requirements

• Minimum 1–2 years of customer service experience (call center, hospitality, retail, telecommunications, or similar)
• Must submit a speed test: UL 20 MBPS | DL 60-100 MBPS
• Must submit computer specs assessment via Belarc Advisor
• Must consent to screen recording while handling customer interactions
• Proficiency with Microsoft Word, Excel, and navigating multiple computer applications
• Strong communication, critical thinking, and multitasking skills
• Criminal background check required
• Drug screening required
• Employment verification required
• Education verification required

Nice to have

• Property insurance, restoration, construction, scheduling, dispatch, or claims experience
• Customer service experience in a less-scripted environment
• Experience using multiple systems simultaneously in a fast-paced environment

Technical Requirements

• Home computer that meets technical spec requirements
• Anti-virus software
• Two (2) monitors or screens
• Ethernet connection in a designated workspace
• Distraction-free designated workspace, with pre-arranged elderly and dependent care
• Headset

Pay

$17.00/hour + performance bonus (up to approximately 10% annually)

Schedule

• Training Schedule: M-F, 9:00 AM to 5:30 PM EST for about 2 weeks
• Regular Schedules: M-F, 9:00 AM to 6:00 PM EST or M-F, 10:00 AM to 7:00 PM EST
• Must be available to work evenings, weekends, holidays, and extended hours during catastrophic weather events
• Weekend and afternoon shift differentials apply

Benefits

• Room to grow with company-obtained certifications
• Standard health, dental, and vision insurance
• 401k with match
• EAP programs
• Parental leave

Start Date: September 21, 2026