Temporary Hotel/Intake Coordinator

The Temporary Hotel/Intake Coordinator provides immediate assistance to policyholders who have been displaced from their homes by completing the initial claim intake process and coordinating hotel accommodations.The coordinator gathers accurate claim information, identifies each family's individual needs, secures appropriate hotel placement, and provides timely, compassionate service throughout the hotel stay. The position also supports high-volume incoming calls and related administrative needs.

Essential Responsibilities

•    Provide an immediate and timely response to a high volume of incoming calls, emails, and service requests.

•    Complete the intake process for incoming claims by collecting and accurately documenting policyholder, insurance policy, loss, and accommodation information.

•    Contact policyholders to assess their immediate lodging needs and coordinate hotel placement for displaced individuals and families.

•    Locate and secure hotel reservations that best meet each policyholder's needs while considering location, accessibility, family composition, pets, availability, and authorized coverage.

•    Clearly communicate reservation details, next steps, and expectations to policyholders, adjusters, hotel partners, and internal team members.

•    Provide exceptional and compassionate customer service to policyholders, customers, adjusters, vendors, and hotel partners.

•    Apply critical thinking and sound judgment to resolve issues and appropriately address each family's individual circumstances.

•    Address policyholder concerns during the hotel stay and assist with extensions, relocations, or other lodging-related needs as directed.

•    Update internal databases, files, spreadsheets, and claim notes; complete all required paperwork accurately and promptly.

•    Direct calls to the appropriate parties and take and relay detailed messages when needed.

•    Provide administrative and operational support to the Intake Services, Hotel, and other departments as assigned.

•    Maintain confidentiality and a professional remote work environment.

•    Perform other related duties as assigned to support business and customer needs.

Job Requirements

•    High school diploma or equivalent required; bachelor's degree in Hospitality, Communications, Business, or a related field preferred.

•    A minimum of three years of experience in customer service, hospitality, housing, or a professional office environment preferred.

•    Hotel, lodging, housing, claims, or call-center experience preferred.

•    Professional, compassionate, upbeat, and friendly demeanor.

•    Strong verbal and written communication skills, with a customer-service orientation and the ability to remain calm and helpful when assisting individuals experiencing stressful circumstances.

•    Excellent attention to detail and commitment to accurate documentation.

•    Strong computer, data-entry, and typing skills.

•    Proficiency in Microsoft Office programs, including Word, Excel, and Outlook.

•    Strong organization, planning, and time-management skills with the ability to manage several priorities at once in a fast-paced environment.

•    Ability to work independently in a remote environment while collaborating effectively as part of a team.

•    Ability to maintain a flexible schedule; some evening and weekend work may be required.

Work Environment and Physical Demands

This job operates in a fully remote environment and routinely uses standard office equipment, including computers and phones. While performing the duties of this job, the employee is regularly required to communicate verbally and in writing and must be able to hear and verbally respond during interactions with staff, policyholders, customers, and business partners. The employee is frequently required to sit, stand, walk, use hands and fingers to handle or operate equipment, and reach with hands and arms.

This temporary position is expected to work a full-time schedule. A flexible schedule may be required to support occasional evening and weekend coverage. On-call responsibilities or support may be assigned by management based on business needs.

Other Duties and Considerations

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice. Employment in this role is temporary and does not guarantee continued employment beyond the designated assignment period.