Job Description
Ready to Make a Difference from the First Call? Be the Friendly Voice Customers Can Count On! Join Us as
Contact Center Agent I - Remote Role | US What's in it for you? Stay Connected: Answer incoming calls and assist customers with claim-related inquiries.
Own the Details: Accurately document information and maintain records across multiple systems.
Be Essential: Deliver exceptional customer service that helps keep the claims process moving smoothly.
At Crawford, every claim represents a person and a community we help rebuild. As a Contact Center Agent I, your communication skills, customer-focused mindset, and computer proficiency will help create a positive experience for every caller. No experience? No problem-entry-level candidates are welcome!
This is your chance to be part of the
One Crawford family -where your work makes a real impact.
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Ready to launch your customer service career? Apply today and help us restore lives! - 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.
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- 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.
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