Claims Service Representative

Work Arrangement: On-Site

This position is based on-site at our Des Peres, Missouri headquarters.

About the Role

The Claims Service Representative plays a critical role in delivering an exceptional customer experience by helping reunite customers with items reported as lost, missing, or misplaced during the moving process. Acting as a central point of contact, this position investigates overages and shortages, researches available information, and works closely with customers, agents, and internal teams to identify solutions and bring issues to resolution.

Success in this role requires strong customer service skills, attention to detail, and the ability to balance empathy with problem-solving. The ideal candidate enjoys helping people, thrives when working through complex situations, and takes ownership of delivering positive outcomes for customers.

What You'll Do

• Serve as a primary point of contact for customers regarding reported overages and shortages.
• Deliver a high level of customer service by responding to inquiries professionally, empathetically, and promptly.
• Investigate missing and found item reports by reviewing files, records, correspondence, and system information.
• Analyze available information to determine ownership of overages and identify the location of reported shortages.
• Coordinate with customers, agency personnel, and internal teams to gather information and move cases toward resolution.
• Evaluate the most cost-effective and efficient options for returning items to their rightful owners.
• Maintain accurate documentation and case records within company systems.
• Manage multiple open cases simultaneously while meeting established service expectations.
• Follow up on unresolved matters and proactively communicate updates to customers and stakeholders.
• Exercise sound judgment and decision-making while following established procedures and best practices.
• Support departmental initiatives and additional responsibilities as assigned.

What We're Looking For

Required Qualifications

• High school diploma or equivalent.
• One to two years of customer service, claims, administrative support, logistics, call center, or related experience.
• Strong verbal and written communication skills.
• Demonstrated ability to handle customer concerns professionally and effectively.
• Strong organizational skills and attention to detail.
• Ability to analyze information, solve problems, and make sound decisions.
• Proficiency with Microsoft Office applications and other computer-based systems.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills and Experience

• Experience in customer service, claims administration, transportation, logistics, relocation, insurance, or a related field.
• Experience handling case management, issue resolution, or customer escalations.
• Experience researching information and coordinating solutions across multiple stakeholders.
• Experience working in environments with high customer interaction and service expectations.

How You'll Be Successful

Top performers in this role tend to be:

• Customer-focused professionals who genuinely enjoy helping people and creating positive experiences.
• Strong communicators who can confidently interact with customers, agents, and internal teams.
• Detail-oriented investigators who enjoy researching information and connecting the dots.
• Organized multitaskers who can effectively manage multiple cases and competing priorities.
• Problem-solvers who remain calm under pressure and work persistently toward solutions.
• Self-motivated individuals who take ownership of issues and follow through to completion.
• Adaptable team members who thrive in a collaborative, customer-focused environment.

About UniGroup

UniGroup is a transportation cooperative that owns and supports the United Van Lines and Mayflower brands. We partner with a nationwide network of agents and van operators to deliver household goods, specialty logistics, and transportation services across the United States and internationally. Our cooperative model emphasizes collaboration, shared success, and long-term relationships with our agents, customers, and employees.

Benefits & Total Rewards

UniGroup offers a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and paid holidays
• Company-paid life insurance and disability coverage
• Tuition reimbursement and professional development opportunities
• Employee assistance and wellness resources

Work Authorization

Candidates must be legally authorized to work in the United States on a permanent basis. UniGroup is unable to provide visa sponsorship or employment authorization support now or in the future.