Contact Center Agent I

Crawford & Company; Peachtree Corners (GA); Remote; USD 32,000 - 40,000; Full time

Job summary

Crawford & Company is seeking a Contact Center Agent I for a remote US role. You will answer inbound calls, document claim details, and guide customers through the initial steps of the claims process.

This entry-level position emphasizes strong communication, accuracy, and teamwork to keep claims moving smoothly. As a member of One Crawford, you will interact with clients across multiple channels and systems, learn our processes quickly, and deliver courteous service.

Qualifications

• High school diploma or equivalent required; MS Office experience preferred.
• Customer service experience or equivalent combination of education & experience; inbound call center preferred.
• Ability to work in a team environment and/or independently.

Responsibilities

• Receives and enters initial Notice of Loss information; analyzes information for accuracy.
• Creates claim files by entering initial loss report information into claim intake system.
• Maintains high customer satisfaction with a helpful, proactive attitude.
• Responds to routine inquiries and directs others to appropriate resources.
• Educates claimants on client requirements and benefit plans, documenting details clearly.
• Directs customer calls to appropriate contacts or escalates to specialists as needed.

Skills

Microsoft Office

Customer service

Typing

Interpersonal skills

Multichannel support

Teamwork

Education

High school diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Job description

Ready to Make a Difference from the First Call?

Be the Friendly Voice Customers Can Count On!

Join Us as Contact Center Agent I - Remote Role | US

What's in it for you?

Stay Connected: Answer incoming calls and assist customers with claim-related inquiries.

Own the Details: Accurately document information and maintain records across multiple systems.

Be Essential: Deliver exceptional customer service that helps keep the claims process moving smoothly.

At Crawford, every claim represents a person and a community we help rebuild. As a Contact Center Agent I, your communication skills, customer-focused mindset, and computer proficiency will help create a positive experience for every caller. No experience? No problem-entry-level candidates are welcome!

This is your chance to be part of the One Crawford family-where your work makes a real impact.

• Education equivalent to graduation from high school and supplemental experience with the MS Office Suite including Excel & Word.
• Customer service experience or equivalent combination of education & experience including inbound call center experience preferred.
• Ability to work in a team environment and/or independently.
• Ability to support multiple clients across various channels and utilizing multiple systems simultaneously in a fast paced environment.
• Good interpersonal skills.
• PC literate, including Microsoft Office products.
• Must be a competent typist.
• Strong customer service skills.

• Receives and enters initial Notice of Loss information. Analyzes information and proofreads system entry for accuracy.
• Creates claim files by entering initial loss report information into claim intake application.
• Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude, and a pro-active customer service approach.
• Responds to routine inquiries and directs other inquiries to appropriate resources.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application.
• Educates and informs the customer across multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Recommends new and/or improved procedures to enhance the customer experiences.
• Maintains a favorable and positive working relationship with internal and external customers.
• Directs customer calls to the appropriate contact at multiple locations or escalates to specialist as needed.
• Attains 90% rating or higher for Report Quality and Customer Service.
• Actively takes inbound calls for one or two lines of business.