Contact Center Agent I

Crawford•Lake Zurich, IL

5d•Remote

About The Position

Ready to Deliver Exceptional Customer Support? 📞 Be the Voice That Makes a Difference! Join Us as Contact Center Agent I – Remote Role | US What’s in it for you? 🔹 Assist with Care: Answer calls and provide support for claims inquiries. 🔹 Own the Details: Ensure accurate information and a positive customer experience. 🔹 Be Essential: Help restore communities every day through outstanding service. At Crawford, every claim represents a person and a community we help rebuild. In this role, your strong communication skills and customer service experience (any type) will make a real impact. No experience? No problem—entry-level candidates are welcome! This is your chance to be part of the One Crawford family —where your work truly matters. ✨ Ready to make an impact through service and support? Apply today and help us restore lives!

Requirements

Education equivalent to graduation from high school and supplemental experience with the MS Office Suite including Excel & Word.
Customer service experience or equivalent combination of education & experience including inbound call center experience preferred.
Ability to work in a team environment and/or independently.
Ability to support multiple clients across various channels and utilizing multiple systems simultaneously in a fast paced environment.
Good interpersonal skills.
PC literate, including Microsoft Office products.
Must be a competent typist.
Strong customer service skills.

Responsibilities

Receives and enters initial Notice of Loss information.
Analyzes information and proofreads system entry for accuracy.
Creates claim files by entering initial loss report information into claim intake application.
Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude, and a pro-active customer service approach.
Responds to routine inquiries and directs other inquiries to appropriate resources.
Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application.
Educates and informs the customer across multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
Recommends new and/or improved procedures to enhance the customer experiences.
Maintains a favorable and positive working relationship with internal and external customers.
Directs customer calls to the appropriate contact at multiple locations or escalates to specialist as needed.
Attains 90% rating or higher for Report Quality and Customer Service.
Actively takes inbound calls for one or two lines of business.