
Remote Claims Resolution Specialist
1 week ago
Immerse yourself in the world of customer service and claims resolution as a Home-Based Claims Representative.
Home-Based Claims RepresentativeThis role involves investigating and resolving customer claims related to branded and imprinted merchandise. These claims may include imprinting errors, delivery delays, pricing discrepancies, incorrect products, or issues affecting overall product quality and integrity.
The ideal candidate will be a highly proficient communicator in both spoken and written English, with strong organizational and time management skills. They will also possess excellent attention to detail and analytical skills, along with excellent problem-solving skills and the ability to prioritize, multitask, be flexible, and meet deadlines.
Responsibilities include:
- Claims Investigation: Manage and investigate incoming customer claims related to promotional product orders, including but not limited to Incorrect or missing imprints, damaged or defective products, late or misdelivered shipments, pricing discrepancies, or billing concerns
- Cross-Departmental Collaboration: Work closely with internal departments such as Production, Art, Sales, Shipping, and Customer Service to gather relevant information, identify the root cause, and determine the appropriate resolution.
- Customer Communication: Communicate with customers professionally and empathetically throughout the claims process. Provide updates, explain investigation findings, and present resolution options.
- Resolution Execution: Coordinate and process claims resolutions, including product reprints, credits, refunds, replacements, or discounts, in alignment with company guidelines and authorization levels.
- Documentation & Reporting: Maintain accurate and thorough documentation of all claims, outcomes, communications, and resolution actions within internal systems. Assist in preparing trend reports and contributing to process improvement initiatives.
- Quality Feedback Loop: Identify recurring issues and escalate them to the Claims Manager to help drive improvements in product quality, vendor accountability, and fulfillment accuracy.
Requirements for this position include:
- Experience: Minimum 2 years of experience in customer service, claims resolution, or order investigation, ideally within the promotional products industry or a similar custom manufacturing environment.
- Strong analytical and investigative skills
- Excellent verbal and written communication abilities
- Ability to handle sensitive situations with professionalism and empathy
- High attention to detail and strong organizational habits
- Comfortable navigating multiple systems, including order management and CRM platforms
- Ability to manage multiple claims simultaneously in a fast-paced environment
- Education: High school diploma or GED required.
- Familiarity with the promotional products lifecycle, including customization methods (e.g., screen printing, embroidery, pad printing, etc.)
- Experience working with vendors, decorators, and fulfillment partners
- Proficiency in ERP and CRM systems used in the promotional products industry
We offer a range of benefits, including:
- Permanent work-from-home setup
- Company equipment provided
- Internet stipends upon regularization
- HMO Coverage
- PTO credits and service incentive leaves
- Major spring and winter company live events
- Monthly employee appreciation virtual events
- Company-provided career skills training courses
- A company culture focused on your personal and professional growth
Join our team and take the first step towards a rewarding career in customer service and claims resolution.
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