Job Description

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

Evening and Weekends Customer Service Specialist

PRIMARY PURPOSE:  To provide operational support to the leadership team, ensuring efficient execution of day to day tasks, strategic initiatives, and service excellence across departments. This position is crucial for maintaining seamless coordination, enhancing workflow management, and driving process improvements.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Answers inbound calls from insureds/policyholders, adjusters, hotels, and property managers in a professional, friendly, and compassionate manner.
• Serves as the first point of contact for housing-related inquiries, demonstrating strong service and problem-solving skills.
• Learns the functions of each department in order to accurately resolve issues and answer questions
• . Accurately and efficiently enters new housing claims into the system.
• Monitors inbound email for claim questions, approvals, and new housing requests.
• Contacts insureds via text and email to confirm hotel extension needs.
• Updates and maintains the hotel database to ensure accuracy and uniformity. Extends hotel stays for clients currently in-house.
• Verifies and maintains accurate data across internal systems.
• Retrieve hotel folios (receipts) from properties for completed and partial stays
• Audit hotel folios and related claims for billing accuracy, compliance, and documentation

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

Minimum of two (2) years of experience in customer service, preferably within the hospitality industry.

Skills & Knowledge

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent and professional phone voice.
• Strong communication, grammar, and interpersonal skills.
• Strong data entry skills with high attention to detail.
• Ability to work independently, show initiative, and perform well under pressure.
• Strong organizational skills and ability to multitask.
• Ability to work effectively in a remote team environment.

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.

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.

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