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Customer Service Escalations Associate
Company | Allstate |
Address | Chicago, IL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Insurance,Financial Services |
Expires | 2023-07-27 |
Posted at | 10 months ago |
748815-en_US
- Builds processes, SOPs and business actions with a continuous improvement model coming from customer feedback
- Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed
- Project Management: To initiate, execute, communicate and document projects as needed
- May act as a liaison to other departments where follow-up will be required to meet customers’ and Avail’s needs
- Engages, inspires, educates and mentors, new hires and incumbents
- De-escalate and serve as single point of contact for complex and sensitive escalations
- Review customer feedback from surveys and escalations and identify process improvement opportunities
- Collaborates with other areas to identify, analyze, and improve processes
- Conduct follow up outreach to customers to gather more information about feedback as part of closed loop feedback system
- Inputs and tracks into the appropriate databases - Salesforce case queues, customer contact tracking
- Provides support for customers by handling inquiries via calls/emails/chats, and demonstrates knowledge, understanding and experience to handle volume of internal and or external customer inquiries that may include escalations
- Assist in resolving sensitive trust and safety escalations and investigations
- 0-2 years experience (Preferred)
- In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
- High School Diploma or GED (Preferred)
- Ability to diffuse customer escalations and resolve issues
- Ability to adjust schedule according to business need
- Excellent working knowledge of billing and policy concepts and adept at researching case history to inform escalation handling(to be learned rapidly on the job)
- Excellent at identifying root cause of escalations and distill for process improvement recommendations
- Assist and advise Avail’s Chat agents in doing so
- Ability to sell and service customers (based on requirements of the department)
- Intermediate problem-solving skills
- Excellent working knowledge of Avail systems will be required to perform the role
- Advanced ability to learn new products and systems
- Effective oral and written communication skills
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