Furniture Claims and Property Damage Specialist

Furniture Claims & Property Damage Specialist

We are seeking a Furniture Claims & Property Damage Specialist on the Southside of Jacksonville to manage customer claims involving damaged furniture, household goods, walls, floors, doorways, and other property that may be damaged during the moving process. This position will serve as the primary point of contact for customers throughout the claims process, investigate reported damages, coordinate resolutions, and work closely with moving crews, management, insurance providers, and customers to ensure claims are handled professionally and efficiently.

The ideal candidate is organized, detail-oriented, customer-focused, and comfortable handling difficult conversations while protecting the company's interests.

Essential Responsibilities

• Receive, document, and manage customer claims related to furniture and property damage.
• Respond promptly to customers regarding reported damages and provide regular updates throughout the claims process.
• Review photographs, videos, inventory documents, bills of lading, move documentation, and crew reports to determine the circumstances surrounding a claim.
• Investigate claims by communicating with customers, movers, drivers, crew leaders, and management.
• Evaluate damage to furniture, appliances, household goods, flooring, walls, doors, stairways, and other property.
• Determine appropriate resolutions based on company policies, contracts, valuation coverage, and applicable regulations.
• Obtain repair estimates, replacement costs, or other documentation necessary to evaluate claims.
• Coordinate furniture repairs, property repairs, replacement items, or settlements when appropriate.
• Negotiate settlements with customers while maintaining a professional and courteous approach.
• Identify claims that may require escalation to management, insurance carriers, or legal representatives.
• Maintain accurate records of all claims, correspondence, photographs, estimates, payments, and resolutions.
• Track open claims and follow up to ensure they are resolved in a timely manner.
• Communicate with insurance companies and third-party claims representatives when necessary.
• Review claims for recurring issues or patterns and communicate findings to operations management.
• Work with operations and moving crews to identify ways to prevent future damage.
• Ensure claims are handled consistently and in accordance with company policies and procedures.
• Protect confidential customer and company information.
• Perform other administrative and operational duties as assigned.

Qualifications

• Previous experience in moving, logistics, property damage, insurance claims, customer service, or a related field preferred.
• Strong customer service and conflict-resolution skills.
• Excellent written and verbal communication skills.
• Strong organizational and follow-up abilities.
• Ability to review documentation and determine the facts surrounding a claim.
• Comfortable communicating with customers who may be upset or dissatisfied.
• Strong attention to detail.
• Ability to negotiate professionally and reach reasonable resolutions.
• Basic knowledge of Microsoft Office, Excel, email, and claims/document management systems.
• Ability to maintain accurate records and manage multiple open claims simultaneously.
• Ability to work independently while also collaborating with operations and management.

Preferred Experience

• Experience working for a moving company, furniture company, restoration company, insurance company, or property management company.
• Familiarity with household furniture, appliances, flooring, walls, doors, and common types of moving-related damage.
• Experience obtaining and reviewing repair estimates.
• Knowledge of moving contracts, valuation coverage, and claims procedures.
• Experience working with insurance companies or third-party claims administrators.

Skills & Attributes

The successful candidate will be:

• Customer-focused but company-minded
• Calm and professional when dealing with difficult situations
• Highly organized and detail-oriented
• A strong problem solver
• Comfortable negotiating
• Persistent with follow-up
• Able to prioritize multiple claims and deadlines
• Professional and empathetic without making unauthorized promises
• Able to identify legitimate claims while protecting the company from unsupported or excessive claims

This is a drug free workplace. Applicants must be willing to submit to a drug test and a background check.