Sr. Customer Service Rep

Crawford•Jacksonville, FL

About The Position

Provides assignment support for open/pending assignments by contacting clients and/or contractors, and documenting various system applications according to procedures and program requirements. Ability to apply Contractor Connection processes and program requirements to issue resolution.

Requirements

Bachelor degree or an equivalent combination of education and experience, and at least 3 years customer service or property or claims management experience.
Demonstrated experience in customer service, administrative/clerical skills.
A Minimum of one year as a Customer Service Representative II or an equivalent combination of education and experience.
Highly proficient and advanced computer skills.
Excellent attention to detail and organizational skills
Good time management abilities.
Strong analytical and problem solving ability.
Excellent written, verbal and oral communication skills.
Good interpersonal skills.
Business acumen.
Ability to work independently, with minimal supervision.
Strong Work Ethic.
Thorough knowledge and understanding of Contractor Connection applications, workflows and reporting systems.
Thorough understanding of Contractor Connection and Customer Service procedures and processes.

Responsibilities

Monitors and tracks assignment volume by contacting clients and/or contractors and document status according to procedures and program requirements.
Assist management of new client assignments.
Monitor daily file activity to ensure contacts are made accordingly; assists in identifying problems.
Assist with general issues regarding contractors, clients and homeowners.
Assist with verifying data received through internal reports
Assist Supervisor with creating team presentations.
Reviews dashboard for outstanding assignments.
Contacts contractors for status of file activity (site inspection, estimate upload, etc.)
Record status and file activity utilizing specific computer applications.
Provide escalated assistance to incoming client calls pertaining to claim or project management software use and how to send assignments.
Perform escalated assignment resolution.
Creates new contractor assignments as requested.
Maintains overall knowledge of Contractor Connection business model and all Customer Support functions.
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.