Customer Care Associate

1 week ago


Phoenix, Arizona, United States Crawford Services, Inc. Full time

Customer Service Representative

Job Category: Crawford Services, Inc. Requisition Number: CSRPO04175

Job Overview

Crawford Services, Inc. is a premier provider of Plumbing and HVAC solutions. We prioritize integrity, respect, expertise, customer-centricity, and efficiency, striving to create an exceptional workplace for our team members. Our goal is to be the go-to choice for home repair services, and we welcome you to join us in achieving this mission.

Key Responsibilities:

The Customer Service Representative collaborates within a team to manage HVAC and Plumbing service requests from third-party policy providers and coordinate these appointments with technicians. Additionally, this role involves monitoring multiple software platforms to track service progress, liaising with third-party authorization agents, and maintaining communication with customers.

  • Handle incoming service requests from HomeServe Policy and Nations Policy for residential HVAC and Plumbing.
  • Schedule service appointments using various software applications for customers requiring assistance.
  • Ensure accuracy in call handling and technician efficiency, adhering to established business protocols and debriefing procedures.
  • Verify technician qualifications for each service request.
  • Contact customers to confirm appointment times and follow up on the day of service to ensure timely execution.
  • Dispatch and debrief service calls, entering all relevant billing and customer information to finalize service requests.
  • Input all service call details into multiple computer systems, including business unit, service type, and customer data.
  • Assist in debriefing technicians and ensuring work order information is accurately closed out at the end of the day.
  • Conduct cost authorization tasks with HomeServe Policy and Nations to secure appropriate pricing.
  • Complete service requests and submit invoicing through the third-party portal, reviewing and approving technician invoices for finance processing.
  • Manage dispute resolutions with customers and third-party policy providers.

Qualifications:

  • Strong organizational, follow-up, and multitasking abilities.
  • Effective conflict resolution skills.
  • Critical thinking skills to offer viable solutions for vendors, customers, and the organization.
  • Self-motivated with the ability to work collaboratively in a small team environment without direct supervision.
  • Proficient in using personal computers and software applications, including databases and word processing tools.
  • Excellent verbal and written communication skills, particularly over the phone.
  • Accurate data entry capabilities.
  • Alignment with the company's core values.
  • Able to provide guidance to technicians and field staff.
  • Consistent and punctual attendance, with the ability to work overtime as required.
  • Preferred experience of 2 years in a fast-paced office setting involving field personnel.

What We Offer:

  • Competitive compensation.
  • Opportunities for career advancement.
  • Comprehensive health benefits and vacation time.
  • Retirement savings plan.
  • Paid training and ongoing education.

Crawford Services, Inc. is an Equal Opportunity Employer.



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