Remote Customer Service Specialist

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

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 applicable procedures to accurately assist customers and business partners.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing
Bachelor's degree or equivalent from an accredited college or university preferred.

Experience

Two (2) years of experience in customer service, call center operations, hospitality, insurance, or a related service-focused environment. Previous experience in temporary housing, corporate lodging, insurance claims, or hotel operations strongly preferred.

Skills & Knowledge

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $17-$18/hr. Always accepting applications.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.