Customer Support Representative

Description Altimeter Solutions Group Customer Support Representative Altimeter Solutions Group is a leading provider of managed repair services tailored to the property insurance industry. We act as a critical bridge between carriers and policyholders, ensuring high-quality, efficient property restoration through our curated network of contractors. As a private equity-backed organization with strong annual revenue and a dedicated team of 250 employees, we are in a phase of rapid scaling and operational excellence. This position is responsible for providing best-in-class customer service and claims assistance to carriers, contractors, policyholders, and other service providers. The CSR serves as a key role by managing daily tasks, timelines, and stakeholders to drive the completion of each claim. Primary Duties include but are not limited to : ( Reasonable accommodation may be made to enable qualified individuals to perform essential functions.) Regular and reliable attendance is an essential function of this position. Act as a liaison, provide guidance, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency. Proactively ensure contractor compliance with standards set forth in best practices. Review insurance claim assignments within assigned territory to ensure contractor compliance with standards set forth in best practices. Handle incoming and outgoing phone calls and email in a timely manner. Identify customers’ needs, clarify information, research every issue, and provide solutions. Communicate with Regional Field Managers and external Clients regarding outstanding issues related to claims and contractors in their assigned areas. Train contractors and adjusters on all Altimeter products as needed. Provide contractor technical troubleshooting and/or support on respective software programs including assistance with password difficulties. Assist with catastrophe events as needed. Perform other duties as assigned. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This is a remote position. Working Hours- Monday through Friday, 8:00AM-5:00PM EST Salary Requirement Hourly wage- $18.00 per hour Requirements Required education and experience High school diploma required. Two years of Customer Service experience. Basic computer and keyboarding skills, including Microsoft Word, Excel, and Outlook. Must be able to work in both a team environment and autonomously. Self-motivated and independently able to prioritize tasks and resolve issues. Preferred education and experience Bachelor’s degree (BA/BS) preferred. Insurance industry or construction experience strongly preferred. Previous experience working with general contractors/vendors is a plus. Intermediate to advanced computer skills Strong interpersonal skills and demonstrated ability to work effectively with business leadership. Problem solving skills, including issue resolution and positioning. Multi-channel communication and support experience including instant messaging, email, and phone calls with customers. Ability to stay organized while managing multiple priorities. Knowledge of web browsers – Internet Explorer, Google Chrome, and Mozilla Firefox. Knowledge of Claims Management Systems a plus. Supervisory Responsibilities: N/A