Customer Communication Specialist

Description:
**Who Is Accuserve**:
Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

**Job Summary**:
The Customer Communication Specialist plays a critical role as the first point of contact in the property claims process. The representative will work in a Call Center environment and must display a high level of empathy, customer service, attention to detail, while assisting the callers. In this role, you’ll handle inbound and outbound calls from insured homeowners, contractors, and carrier partners to receive, review, and initiate property damage claims. Working in a fast-paced, Call Center environment, you’ll be on the front lines of customer experience, delivering compassion, clarity, and confidence during moments of disruption and loss.

**What We’re Looking For**:
We’re not just hiring for experience; we’re hiring for drive and potential. If you’re hungry to learn, eager to grow, and ready to roll up your sleeves, you’ll thrive here.

We want team members who are here for the long haul, people who take ownership, lean into challenges, and want to grow their career in property claims. Whether you're starting out or making a career shift, we care more about your attitude, motivation, and commitment to service than having a resume that checks every box. This role is ideal for someone who wants to be actively engaged, make meaningful contributions, and build a future with a team that values trust, growth, and grit.

**This Role Isn’t for You If**:

- You’re okay with just getting by instead of striving to improve.
- You avoid challenges instead of seeing them as opportunities to grow.
- You’re not open to feedback or coaching.
- You struggle in a fast-paced, high-energy, customer-focused environment.

**Key Responsibilities**:

- Serve as the first point of contact for insureds reporting a new property loss
- Take inbound/outbound calls to collect claim details, verify information, and initiate next steps
- Clearly explain services, timelines, and set expectations with empathy and clarity
- Match homeowners with our trusted contractor partners to begin restoration
- Document conversations and progress accurately in our claims system
- Maintain high service quality and meet performance benchmarks for call handling, accuracy, and empathy
- Collaborate with team members, contractors, and carriers to resolve issues and support the claims process
- Remain flexible and assist with cross-training, special projects, or overflow as needed during high-volume or catastrophe events
- Uphold Accuserve’s values in all communication and decision-making
- Other duties as assigned
- JOB ID INDACSJ

**Requirements**:
**Minimum Qualifications**:

- College degree or equivalent combination of education/experience required
- Prior call center or customer service experience required (property claims or insurance preferred)
- Availability to work evenings, weekends, or extended hours during high-volume or CAT events required
- Strong verbal and written communication skills with a calm, compassionate approach
- Proven ability to manage stressful conversations with professionalism and empathy
- Detail-oriented with strong documentation and follow-through
- Self-motivated with the ability to work independently
- Ability to multitask and manage competing priorities in a fast-paced environment.
- Ability to problem-solving and use critical thinking
- Ability to handle conflict in a professional and courteous manner
- Work with peers and all departments for the common goals of the organization
- Reliable in meeting work commitments
- Must be flexible and adapt to most any situation
- Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely

**Why Join Accuserve?**
- A values-driven, people-first culture
- Career growth opportunities in property & casualty claims
- Hands-on training, coaching, and development
- A chance to make a real difference for homeowners in need

**Accuserve’s Human Centric Value Proposition**:
Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

**Accuserve Values**:
Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.