Sr. Customer Service Rep

Job Description

💼 Ready to Elevate Customer Support and Drive Results?

📊 Be the Expert Behind Seamless Client & Contractor Coordination!

Join Us as Senior Customer Service Representative – Hybrid Role | Jacksonville, FL

What’s in it for you?

🔹 Lead the Process: Monitor assignment volumes, track file activity, and ensure timely updates across systems.

🔹 Support & Solve: Provide escalated assistance to clients, contractors, and homeowners while resolving complex issues.

🔹 Drive Efficiency: Review dashboards, verify data, and proactively identify and address workflow challenges.

🔹 Make an Impact: Assist in managing new assignments and contribute to improving team performance and client experience.

At Crawford, every claim represents a person and a community we help restore. As a Senior Customer Service Representative, your strong analytical skills, attention to detail, and deep knowledge of Contractor Connection systems will help ensure smooth operations and exceptional service delivery.

This is your chance to be part of the One Crawford family—where your leadership and expertise make a real difference.

✨ Ready to take your customer service career to the next level? Apply today and help us restore lives!

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.

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.
  
  

Qualifications

• 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.
  
  

About Us

Why Crawford?

Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.

We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com .

When you accept a job with Crawford, you become a part of the One Crawford family.

Our total compensation plans provide each of our employees with far more than just a great salary

• 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
  
  

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.