Customer Service Representative III

Crawford & Company (Crawford) is an independent provider of claims management solutions to the risk management and insurance industry, as well as self-insured entities entities, with a global network serving clients in more than 70 countries. It has four segments: America, which serves the property and casualty insurance company markets in the U.S., Canada, Latin America, and the Caribbean; International Operations.

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.

• 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.

• Bachelor degree or an equivalent combination of education and experience.
• Minimum of 3 years customer service or property or claims management experience.
• Thorough knowledge and understanding of Contractor Connection applications, workflows and reporting systems.
• Thorough understanding of Contractor Connection and Customer Service procedures and processes.
• Demonstrated experience in customer service, administrative/clerical skills.
• 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.

Preferred:

• A Minimum of one year as a Customer Service Representative II or an equivalent combination of education and experience.