Remote Housing Support Specialist

Schedule: Monday- Friday 10am-7pm EST

PRIMARY PURPOSE:  To serve as the primary point of contact for policyholders during their temporary housing stay, ensuring exceptional service and timely coordination of lease extensions, furniture logistics, and move-out processes. This role supports displaced renters and coordinates with landlords, adjusters, and vendors to ensure smooth transitions and effective problem resolution during the housing period.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES
 

• Serves as the central liaison for all housing support inquiries, including lease extensions, renter concerns, and service-related requests. 
• Coordinates adjuster and policyholder communications throughout the housing lifecycle. 
• Manages service requests and product replacements with third-party vendors (furniture, housewares, etc.). 
• Maintains accurate client ledgers and updates for billing and invoicing. 
• Oversees all aspects of the move-out process: Initiates and tracks lease extension requests. 
• Oversees all aspects of the move-out process:
• Initiates and tracks lease extension requests.
• Sends official notices to landlords and policyholders.
• Schedules and confirms vendor pickups for furnishings.
• Coordinates collection and release of security deposits.
• Investigates and resolves damage disputes tied to property or furnishings. Proactively identifies, escalates, and supports resolution of urgent or sensitive matters.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES
 

• Performs other duties as assigned.
• Supports the organization's quality program(s).
   

QUALIFICATIONS
 

Education & Licensing
High school diploma or GED required.
 

Experience
Two (2) years of customer service experience required. Experience in insurance, hospitality, billing, or housing support strongly preferred.

Skills & Knowledge
 

• Strong customer service skills with the ability to handle high-stress situations empathetically and professionally.
• Excellent verbal and written communication.
• Demonstrated attention to detail in managing financial ledgers, lease records, and client communications.
• Proficiency with Microsoft Office and internal platforms; quick to learn new systems.
• Strong math and critical thinking skills.
• Ability to work independently, prioritize, and meet tight deadlines
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work independently or in a team environment
• Ability to meet or exceed Performance Competencies
• Bi-lingual English/Spanish a plus.

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
 

Mental:  Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
 

Physical:  Computer keyboarding, travel as required
 

Auditory/Visual:   Hearing, vision and talking
 

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.  They are not intended to constitute a comprehensive list of functions, duties, or local variances.  Management retains the discretion to add or to change the duties of the position at any time.