What are the responsibilities and job description for the Senior Customer Service Representative position at Crawford & Company?
Excellence In Everything We Touch
Position Summary
*Now Hiring Customer Service Representatives!**
Do you enjoy engaging with customers while providing impeccable customer service?
If so, join our dynamic team located in Jacksonville, Florida!
- Great Work Life Balance!
- Employee Discounts!
- Fun Work Environment!
We look forward to meeting and working with you!
Provides senior-level support for open/pending assignments and monitoring of escalated customer and contractor issues. Subject-matter expert in Contractor Connection processes and program requirements.
Responsibilities
Resolves issues in claims support process.
Performs review and analysis of program performance and effectiveness reports.
Resolve general issues and questions of team staff.
Monitor unassigned claim volume to identify and communicate spikes in claim volume, specific areas or regions requiring attention, and any backlog of assignments.
Monitor assignment errors and resolve according to established procedure.
Complete client password requests in absence of Account Services Coordinator.
Perform escalated assignment resolution.
Creates new contractor assignments as requested.
Assist Supervisor with quality control of assignment processing and pending job management.
Assist Supervisor in balancing distribution of work load by reviewing and monitoring call lists, job status assignment corrections, cancellations and assignments that do not meet specific business criteria.
Assist Supervisor with escalated follow up with clients, contractors and homeowners.
Assist Supervisor with creating team presentations on new systems and procedures, new programs, ongoing training and team mentoring.
Assist Supervisor with catastrophe management to include, emergency inactivations, and assignment management.
Provide escalated assistance to incoming client calls pertaining to claim or project management software use and how to send assignments.
Assist internal business units with contractor education for new lines of business.
Maintains overall knowledge of Contractor Connection business model.
Participates in special projects or performs duties in other areas as requested.
Upholds and projects the public image of the Company
Upholds the Crawford Code of Business Conduct and Ethics at all times.
Requirements
- Demonstrated experience in customer service, administrative/clerical skills.
- A Minimum of one year as a Customer Service Representative III or an equivalent combination of education and experience.
- Bachelor degree or an equivalent combination of education and experience, and at least 4 years customer service or property or claims management experience.
- Highly proficient and advanced computer skills.
- Excellent attention to detail and organizational skills
- Good time management abilities.
- Strong analytical and problem solving ability.
- Ability to analyze business reports and identify trends.
- Excellent written, verbal and oral communication skills.
- Excellent interpersonal skills.
- Business Acumen.
- Ability to work independently, with minimal supervision.
- Strong Work Ethic.
About Us
Why Crawford?
Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time.
At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.
We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.
When you accept a job with Crawford, you become a part of the One Crawford family.
- Our total compensation plans provide each of our employees with far more than just a great salary
- Pay and incentive plans that recognize performance excellence
- Benefit programs that empower financial, physical, and mental wellness
- Training programs that promote continuous learning and career progression while enhancing job performance
- Sustainability programs that give back to the communities in which we live and work
- A culture of respect, collaboration, entrepreneurial spirit and inclusion
Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.#LI-EC1
