Claims and Customer Service Associate
2 days ago
New York
Job Description Role Overview FlatRate Moving is seeking a composed, articulate, and detail-oriented Customer Service Associate to join our team. This individual will be responsible for managing customer complaints and household goods claims from intake through resolution. This role requires strong communication skills, sound judgment, organization, and the ability to handle sensitive situations with professionalism. The ideal candidate is comfortable balancing customer service responsibilities with investigative and administrative tasks in a structured, process-driven environment. Key Responsibilities • Handle inbound customer inquiries and complaints via phone and email in a professional and timely manner, • Receive, review, research, and process household goods claims in accordance with company and regulatory guidelines, • Communicate clearly with customers — both verbally and in writing — regarding claim status, documentation requirements, and resolution outcomes, • Create, organize, and maintain detailed electronic claim files, ensuring all documentation is uploaded and properly recorded, • Enter accurate, thorough notes throughout the investigation and resolution process, • Draft and issue clear, detailed claim and complaint resolution letters in compliance with company policy and applicable regulations, • Explain claim determinations and settlement offers to customers with patience and professionalism, • Coordinate and schedule inspections or repairs with customers and third-party inspectors/repair vendors, • Collaborate with Operations, Dispatch, Sales, and Management to gather information and resolve issues efficiently, • Escalate complex or sensitive cases to senior management when appropriate, • Track claim timelines to ensure prompt follow-up and resolution, • Maintain confidentiality and exercise sound judgment when handling sensitive customer matters Qualifications • Exceptional written and verbal communication skills, • Strong customer service presence with the ability to remain calm under pressure, • Ability to build rapport and maintain professionalism in difficult conversations, • Detail-oriented with strong organizational and documentation skills, • Proficiency with computers, MS Office applications, and electronic file management systems, • Ability to manage multiple cases simultaneously while meeting deadlines, • Positive, professional demeanor and team-oriented mindset, • Ability to work independently and take ownership of assigned cases, • 2–3 years of customer service experience preferred, • Experience in the relocation, transportation, logistics, or real estate industry preferred