Claims Customer Service Representative
Job Description & How to Apply Below
We are hiring for one of the leading digital e-commerce marketplace platforms in the US. Recently, the company became the subsidiary of a Fortune 500 international company and we are looking to expand our services aggressively. To support our ambitious growth agenda, we are looking for creative and passionate problem solvers to join the team as Claims Customer Service Representatives.
In this role, the candidate would be the primary point of contact for customers experiencing order issues such as damaged items, missing products, expired shipments, and other claim-related concerns. The ability to investigate thoroughly, communicate clearly, and resolve cases efficiently will directly impact customer satisfaction and retention.
This position is hybrid, requiring regular in-office presence while offering some flexibility when appropriate.
Experience with Zendesk, or similar service platforms, is highly preferred.
Key Responsibilities
- Respond promptly and professionally to customers regarding damages, shortages, and other claim-related issues via phone, email, and live chat.
- Investigate claims by reviewing order history, shipment details, carrier documentation, photos, and internal notes.
- File claims with carriers, warehouses, and vendors, ensuring all required documentation is accurate and complete.
- Determine appropriate resolutions such as replacements, refunds, credits and following internal policy and balancing customer satisfaction with cost considerations.
- Utilize Zendesk to manage claim tickets, maintain detailed case notes, track statuses, and follow through to full resolution.
- Collaborate closely with internal teams (logistics, warehouse operations, procurement, sales) to gather information and resolve discrepancies.
- Identify trends in claim data (e.g., recurring damages) and share insights with leadership for process or packaging improvements.
- Assist with general customer service tasks (order updates, basic inquiries) as needed during slower claim periods.
- Maintain strong knowledge of product categories, packaging types, and shipping methods to support accurate troubleshooting.
Skills
Customer service, Call center, claims
Additional
Skills & Qualifications
ideal candidate
- 2 to 3 years of claims experience
- de-escalation experience
- customer service/call center
Qualifications
- Previous experience in customer service, with direct claims, refunds, or escalation support strongly preferred.
- Experience with Zendesk or similar customer service ticketing systems.
- Exceptional attention to detail-comfortable reviewing photos, invoices, shipping records, and documentation with a critical, accurate eye.
Job Type & Location
This is a Contract to Hire position based out of Hampton, VA.
Pay and Benefits
The pay range for this position is $17.00 - $17.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Hampton,VA.
Final date to receive applications
This position is anticipated to close on Mar 3, 2026.
h4About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.
That's the power of true partnership. TEKsystems is an Allegis Group company.
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