Claims & Chargeback Specialist/Customer Service Support

Job Description

Job Description

Good Greek Moving and Storage is seeking a detail‑oriented and customer‑focused Claims & Chargeback Specialist / Customer Service Support professional to assist with customer claims, chargebacks, customer service and escalated service issues. This role plays a critical part in protecting the customer experience while supporting company controls, risk reduction, and operational quality across moving and storage services.

The ideal candidate brings strong communication skills, sound judgment, and the ability to manage sensitive situations professionally while ensuring compliance with internal policies.

• Handle end‑to‑end claims processing for customer and third‑party damage or loss reports, ensuring timely, accurate, and fair resolution in compliance with company standards and applicable regulations.
• Serve as a point of contact for escalated or high‑value claims, maintaining clear and professional communication through final resolution.
• Prepare, submit, and track chargebacks related to claims and service issues, ensuring proper documentation, accuracy, and follow‑up through closure.
• Liaise with third‑party insurers, adjusters, and legal counsel to support claims covered under liability.
• Maintain detailed claims documentation to support legal, insurance, and regulatory requirements.

Customer Service & Issue Resolution

• Respond to customer inquiries via phone, email, and/or in person, clearly communicating claim status, next steps, and required documentation.
• Address customer concerns and grievances calmly and professionally, de‑escalating issues and working toward resolution aligned with company guidelines.
• Complete inbound and outbound follow‑up calls to gather information, provide updates, and confirm satisfactory resolution.

Collaboration & Operations Support

• Partner with operations, dispatch, customer service, legal, and insurance teams to gather supporting documentation and assist with claim investigations.
• Assist with preparing and processing estimates and contractual documents, ensuring completeness and accuracy.
• Support training initiatives for field and office teams focused on claims prevention, documentation standards, and best practices for customer interaction.
• Travel to other Good Greek offices as needed to support claims or training initiatives.

Reporting & Continuous Improvement

• Track claims activity, including volume, cycle time, claim cost, and customer satisfaction indicators.
• Prepare routine and ad‑hoc reports summarizing status, outcomes, trends, and insights for leadership.
• Identify and document recurring issues or claim trends, providing feedback to leadership to help reduce risk and improve service quality.

Systems & Documentation

• Utilize claims and customer management systems to ensure accurate data entry, timely updates, and thorough documentation.
• Maintain organized records of customer interactions, claim activity, and supporting materials.

• Previous experience in claims processing, chargebacks, customer service, or related administrative roles (moving, logistics, transportation, or storage industry experience preferred).
• Strong written and verbal communication skills with the ability to manage sensitive customer situations.
• Excellent organizational, documentation, and time‑management skills.
• Ability to analyze information, identify trends, and communicate recommendations clearly.
• Proficiency with CRM, claims management systems, and Microsoft Office applications.
• Professional demeanor with a customer‑first mindset.

Job Type:

• Full Time
• Salaried Position

Salary and Benefits:

• Competitive Benefit Package Available

Paid Training

*Good Greek and our affiliates are equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.