GBSC-Customer Service Representative II

Summary

Responsible for accurately recording all pertinent first report information via telephone and written correspondence from the insured, claimant, or their representative.

Job Scope

A. Customer Support

Receives and processes incoming calls according to client arrangements

Identifies and assesses customer’s need/s to achieve satisfaction

Provides product/service information and resolves any emerging problem that the customer accounts face leveraging the use of right method/tools

Handles customer complaints, provide appropriate solution and alternatives in an efficient manner

Conducts follow up to ensure resolution

Keeps records of customer interaction

Conducts emergency call outs to field adjusters with client

Logs First Notice of Loss claims and assignments

B. Business Process Support

Adheres to Crawford’s standard operating procedures (SOP) and turnaround time

Refers matters beyond limits of authority and expertise to immediate superior for direction

Upholds the Crawford Code of Conduct by protecting the confidentiality of information

Performs other related tasks as required or needed

Functional Knowledge

Bachelor’s degree in any related course

At least two (2) years customer service or admin work experience in an insurance-related job

Excellent verbal communication and customer orientation skills

Active listening and call handling skills

Proficient in Microsoft Office word processing and spreadsheet

Knowledgeable of business etiquette across various correspondence

Ability to control and respond quickly to a stressful/difficult situation

Maintains high degree of professionalism and confidentiality

Ability to multi-task, prioritize and manage time effectively

Interpersonal skills - Able to work independently and as a team member

Keen attention to details

Regular Full-Time