Morgan Crawford

Identifies customer needs and works to meet those needs using appropriate customer service skills.

Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.

Answers inbound phone calls from customers, quickly assesses customer needs, and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiries, order placement, and order follow-up. Document details of customer interactions into the system.

Drives customer loyalty by providing excellent service, accurate product and service knowledge to customers, and looks for ways to reduce customer effort in ordering, shipping, order inquiry, and return/refund experiences.

Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns, and follows up to ensure all customer needs are fulfilled.

Where needed, it acts as a liaison between the customer and the manufacturer, as well as between the customer and the freight carrier.

Meets or exceeds various performance requirements, including, but not limited to: customer service skills, accuracy, schedule adherence, and speed to resolution.

Position requires rigorous compliance with policies and regulations; efficient processing of files and forms; and advanced customer service skills in dealing with insured parties, claimants, attorneys, lien holders, witnesses, law enforcement officials, repair facilities, and other interested parties.

Entrusted to determine liability based on visual images and reported information.

Empowered to establish whether the vehicle can be repaired and safely operated, or if it must be treated as a total loss.

The position requires responding to inbound calls (usually from claimants), making outbound calls to obtain required information, issuing forms for signature and return, and methodically tracking the receipt of documentation needed before claims can be paid.

Writing estimates in Xactimate.

Adjusting claims through the claims center.

Reviewing photos, estimates, and documents from contractors.

Estimate and/or determine coverage based on policy and carrier guidelines.

Mobilize additional resources for claim investigation.

Coordinate loss investigations on all assigned claims.

Examine documents for completeness, accuracy, and conformance to carrier guidelines and policies.

Create and provide necessary claim documentation

Note and follow up on discrepancies in files