Contact Center Agent I
About The Position
Join Crawford as a Contact Center Agent I, a remote role based in the US. In this position, you will be the friendly voice customers count on, answering incoming calls and assisting customers with claim-related inquiries. You will accurately document information and maintain records across multiple systems, delivering exceptional customer service that helps keep the claims process moving smoothly. At Crawford, every claim represents a person and a community we help rebuild. Your communication skills, customer-focused mindset, and computer proficiency will help create a positive experience for every caller. Entry-level candidates are welcome. This is your chance to be part of the One Crawford family—where your work makes a real impact.
Requirements
- Education equivalent to graduation from high school and supplemental experience with the MS Office Suite including Excel & Word.
- 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.
Nice To Haves
- Customer service experience or equivalent combination of education & experience including inbound call center experience preferred.
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.
- 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.
Benefits
- Competitive base pay
- Bonus/Incentive Pay and other Performance-Based Rewards, if applicable.
- Medical, Dental and Vision Plans
- Prescription Drugs
- HSA, HRA, and FSA Accounts
- Paid Holidays, Vacation and Sick Leave
- 401(k) Retirement Plan
- Tuition Assistance
- Paid Parental Leave
- Supplemental Health Benefits
- Enhanced Mental Health Support
- Virtual Physical Therapy
- Caregiving Services
- Life Assistance Program
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
