Sr. Customer Service Rep

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.


* 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.

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* 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.