Customer Service Claims Representative

Job Description:

• Own and manage all shipping claim processes from initiation through resolution
• Provide exceptional customer service to internal and external customers through phone and email communications
• Proactively communicate claim status updates and next steps to customers
• Research, investigate, and resolve customer claims and shipping-related issues in a timely manner
• Track customer concerns from inception through resolution, ensuring complete ownership and accountability
• Act as a liaison between customers and shipping carriers to facilitate claim resolution
• Accurately document customer interactions, claim details, and resolutions within company systems
• Diagnose and categorize issues to identify root causes and determine appropriate resolution paths
• Escalate trends, recurring issues, or concerns that may negatively impact customer satisfaction
• Respond to customer and carrier inquiries while meeting established service level expectations
• Utilize Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and additional internal systems to research and resolve issues
• Participate in team meetings, cross-training opportunities, and process improvement initiatives
• Recommend system and process improvements that increase efficiency and enhance the customer experience
• Adapt to new technologies and tools that support operational excellence and customer satisfaction

Requirements:

• Minimum of 2 years of customer service experience within the past 5 years, preferably in a customer support or claims-related environment
• Designated distraction-free workspace/home office
• High-speed internet connection
• Ability to perform basic equipment troubleshooting and PC/hardware setup
• Ability to work an 8-hour shift within operating hours of 9:00 a.m. to 8:00 p.m. EST, Monday through Friday
• Strong customer service skills with the ability to handle challenging situations with professionalism and empathy
• Excellent verbal and written communication abilities
• Strong listening skills and the ability to ask probing questions to identify customer needs
• Ability to maintain composure and professionalism while managing multiple priorities
• Effective problem-solving and critical-thinking skills
• Strong organizational skills and attention to detail
• Ability to work independently while managing a high volume of customer inquiries and claims
• Commitment to providing proactive communication and timely follow-up
• Comfort navigating multiple systems and technology platforms simultaneously
• A customer-first mindset focused on delivering resolutions and exceeding expectations
• High School Diploma or GED is preferred
• Previous work-from-home experience is preferred
• Demonstrated success in a customer service or contact center environment is preferred
• Experience managing customer claims, shipping inquiries, or carrier-related issues is preferred
• Familiarity with Salesforce or similar CRM systems is preferred

Benefits:

• Generous amount of paid time off, including one Floating Holiday each year
• Flexible work arrangements, including flexible work hours and remote
• 401(k) plan with company match
• Medical, dental, vision, life and disability insurance
• Optional benefits
• Associate store discount
• Discounts on mobile plans and movie tickets