Crawford & Company · 8 hours ago
Sr Customer Service Rep
Jacksonville, FL
Full-time
Hybrid
Mid, Senior Level
3+ years expCrawford & Company is a leader in claims management, and they are seeking a Sr Customer Service Representative to support their operations. This role involves handling escalated customer calls, supporting quality assurance processes, and assisting in training new hires, ensuring smooth operations and high-quality service delivery.
Insurance
Responsibilities
Handles escalated customer and client calls with professionalism and confidence
Supports quality assurance processes and ensures accuracy in every interaction
Assists with training new hires, provides refreshers, and serves as a subject-matter expert to the team
Provides senior-level support for open/pending assignments and monitoring of escalated customer and contractor issues
Resolves issues in claims support process
Performs review and analysis of program performance and effectiveness reports
Resolves general issues and questions of team staff
Monitors unassigned claim volume to identify and communicate spikes in claim volume, specific areas or regions requiring attention, and any backlog of assignments
Monitors assignment errors and resolves according to established procedure
Performs escalated assignment resolution
Creates new contractor assignments as requested
Assists Supervisor with quality control of assignment processing and pending job management
Assists 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
Assists Supervisor with escalated follow up with clients, contractors and homeowners
Assists Supervisor with creating team presentations on new systems and procedures, new programs, ongoing training and team mentoring
Assists Supervisor with catastrophe management to include, emergency inactivation, and assignment management
Provides escalated assistance to incoming client calls pertaining to claim or project management software use and how to send assignments
Assists 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
Qualification
Required
3+ years of customer service experience
Strong computer skills
Familiarity with Microsoft applications
Bachelor degree or an equivalent combination of education and experience
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
Benefits
Pay and incentive plans that recognize performance excellence
Benefit programs that empower financial, physical, and mental wellness
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
Company
Crawford & Company
Based in Atlanta, GA Crawford & Company(R) (www.crawco.com) is the world's largest publicly listed independent provider of claims management and outsourcing solutions to carriers, brokers and corporates, with an expansive global network serving clients in more than 70 countries.
10001+ employees
H1B Sponsorship
Crawford & Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (7)
2022 (5)
2021 (2)
2020 (10)
Funding
Current Stage
Late StageLeadership Team
Larry Thomas
EVP - CEO Crawford U.S. Services
Bruce Swain
EVP - Chief Financial Officer
Recent News
Company data provided by crunchbase