Customer Service Associate: Kansas City, KS • Caledonia, MI • Oklahoma City, OK

Department Overview

• Start Dates: Monday, January 26, 2026

• Department/Work Hours: The Claims Contact Center operates 24/7/365. Shifts are non-traditional, with varying start times—early mornings or late evenings—and include weekends and holidays.

• Starting Pay: $17.76–$21.34 per hour, based on geographic location and experience.
  • Shift Differential: Earn an additional 10% for shifts starting at 12:00 PM or later (based on your local time zone).

• Work Location: This is a fully remote position. However, applicants must reside within 50 miles of one of the following office locations to be eligible for future promotional opportunities:

  • 5665 North Kraft Lake Drive, Caledonia, MI 49316
  • 10200 Abilities Way, Kansas City, KS 66111
  • 7340 W. Memorial Road, Oklahoma City, OK 73142

A dedicated workspace, free of noise and distractions and a stable internet connection is required.

A Day in the Life of a Claims Customer Service Associate

As a valued member of a diverse and collaborative team, you play a key role in supporting our customers when they need us most.

• You’re the first voice they hear, assisting with a wide range of situations, from auto and home claims to motorhome incidents and roadside assistance.
• Working remotely, you’ll take inbound calls from the comfort of your home, with access to a variety of shift options.
• You guide customers through the claims process, setting clear expectations and helping them feel at ease.
• Accuracy and attention to detail are essential, and you’ll be fully trained to document each interaction with care.
• You’re part of a supportive team environment, where collaboration and encouragement are part of the daily routine, led by a dedicated supervisor.

Essential Job Functions

• Responds to inbound telephone inquiries in a Claims Contact Center.
• Initiates auto and homeowner claims by obtaining preliminary loss information from agents, insureds and third parties.
• Provide customers with an explanation of the claim process.
• May authorize services such as road side assistance and rental cars.
• Responsible for efficient and accurate completion of customer inquiries regarding the status of existing claims.
• Ensures all customer interactions are clearly and accurately documented in the claim file.
• Maintains job knowledge through intermittent training/learning and incorporates new information into daily tasks.

Key Qualifications

• Strong verbal communication and active listening skills
• Proficient in both written and spoken English
• Takes personal accountability for actions and outcomes
• Adaptable to a fast-paced, dynamic work environment

Experience & Skills

• Technically proficient, with the ability to navigate multiple systems and windows simultaneously
• Typing speed of at least 30 WPM with 90% accuracy
• Customer service experience is highly preferred
• Remote contact center experience is a plus, but not required

Education Requirements

• High School diploma or equivalent is required.

Physical Actions & Environment

This role, whether performed virtually or in an office setting, operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.

• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information.
• Visually locates material, resources and other objects.
• Ability to operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.