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Customer Services & Support
Allstate Hiring for Customer Service Escalations Associate at Chicago, IL Full Time
Full Job Description
The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.
You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.
Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection.
We are the Good Hands. We don’t follow the trends. We set them.
Job Summary:
This position is responsible for handling basic to complex telephone/email/chat inquiries from internal and external Avail Car Sharing customers in an efficient, professional, and accurate manner. Inquiries may include escalations from front line team members. Provides customers with product knowledge and resolves customer concerns. Utilize functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business. Role will require weekend hours and direct customer contact.
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 that may include escalations
- De-escalate and serve as single point of contact for complex and sensitive escalations
- Assist in resolving sensitive trust and safety escalations and investigations
- Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed
- May act as a liaison to other departments where follow-up will be required to meet customers’ and Avail’s needs
- Review customer feedback from surveys and escalations and identify process improvement opportunities
- Conduct follow up outreach to customers to gather more information about feedback as part of closed loop feedback system
- Engages, inspires, educates and mentors, new hires and incumbents
- Collaborates with other areas to identify, analyze, and improve processes
- Inputs and tracks into the appropriate databases – Salesforce case queues, customer contact tracking
- Builds processes, SOPs and business actions with a continuous improvement model coming from customer feedback
- Project Management: To initiate, execute, communicate and document projects as needed
Supervisory Responsibilities:
This job does not have supervisory duties.
Education and Experience:
- High School Diploma or GED (Preferred)
- 0-2 years experience (Preferred)
- In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Functional Skills:
- Advanced ability to learn new products and systems
- Excellent working knowledge of Avail systems will be required to perform the role
- Ability to sell and service customers (based on requirements of the department)
- Ability to diffuse customer escalations and resolve issues
- Assist and advise Avail’s Chat agents in doing so
- 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)
- Effective oral and written communication skills
- Intermediate problem-solving skills
- Ability to adjust schedule according to business need
- Excellent at identifying root cause of escalations and distill for process improvement recommendations
Compensation offered for this role is $37,000.00-$64,750.00 per year and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good Work. Good Life. Good Hands®.
As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life – including a generous paid time off policy. For a full description of Allstate’s benefits, visit allstate.jobs/benefits/
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
#LI-MR1
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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To view the “EEO is the Law” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs
To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee’s terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.