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 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 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