Sr Customer Service Rep

Crawford•Jacksonville, FL

4d•Hybrid

About The Position

Ready to Keep Operations Running Smoothly? 📦 Be the Backbone of Our Support Team! Join Us as Sr Customer Service Representative – Hybrid Role | Jacksonville, FL What’s in it for you? 🔹 Stay Organized: Handle escalated customer and client calls with professionalism and confidence. 🔹 Own the Details: Support quality assurance processes and ensure accuracy in every interaction. 🔹 Be Essential: Assist with training new hires, provide refreshers, and serve as a subject-matter expert to the team. At Crawford, every claim represents a person and a community we help rebuild. As a Sr Customer Service Representative, your 3+ years of customer service experience, strong computer skills, and familiarity with Microsoft applications will keep our operations seamless and efficient. This is your chance to be part of the One Crawford family —where your work makes a real impact. ✨ Ready to take charge of accuracy and support? Apply today and help us restore lives!

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

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.
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.
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 workload 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 inactivation, 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.
Strong work ethic
Upholds and projects the public image of the Company
Upholds the Crawford Code of Business Conduct and Ethics at all times.