Customer Service Senior Associate

at  Allstate

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

JOB DESCRIPTION

This position is responsible for handling basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. Provides customers with product knowledge and resolves customers concerns. Utilize functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business.

EDUCATION

• High School Diploma or GED (Preferred)

EXPERIENCE

• 0-2 years experience (Preferred)

EDUCATION & EXPERIENCE (IN LIEU)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

SKILLS

Consumer Protection, Customer Centricity, Customer Data Management, Customer Insights, Digital Literacy, Inclusive Leadership, Learning Agility, Relationship Building, Results-Oriented, Stakeholder Relationship Management
Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.

KEY RESPONSIBILITIES

• 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 may include escalations
• Inputs and tracks into the appropriate databases
• Collaborates with other areas to identify, analyze, and improve processes
• Engages, inspires, educates and mentors, new hires and incumbents
• Assists in identifying process improvement opportunities
• May act as a liaison to other departments where follow-up will be required to meet customers needs
• Project Management: To initiate, execute, communicate and document projects as needed
• Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed