Customer Service Specialist

4 weeks ago

Washington State, United States Allstate Insurance Company Full time

At Allstate, great things happen when our people work together to protect families and their belongings from lifes 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 responding to basic and complex telephone/email/chat/fax inquiries from internal and external customers. May act as an intermediary between the customer and the insurance company. Resolves customer complaints and concerns by applying expertise and knowledge of the companys concepts, policies and procedures. Resolve escalated issues, including calls, as wells as disseminating information to the team. This position will provide continuous training and support to the employees in the department

Key Responsibilities

Assist/coordinate leadership team with ongoing projects as needed & identifies opportunity areas and makes recommendation to the leadership team.

Assist with phone or quality coaching as well as new hire training.

Provides training/mentoring to team members and guide reps on specific steps of the research process of a case or issue.

May act as a liaison to other departments where follow-up will be required to meet customer needs.

Must have the ability to interpret a variety of policies, rules, and regulations and performs a full range of customer service duties, answers customer questions, research, resolve and respond to requests.

Universally trained on all carrier products, policies and procedures.

Resolves complex issues using judgement, decision making, de-escalation & problem solving.

Answer complex customer inquiries and respond to a high volume of complex internal and external customer inquiries in a professional manner.

Education

High School Diploma or GED (Preferred)

Experience

0-2 years experience (Preferred)

Supervisory Responsibilities

This job does not have supervisory duties.

Education & Experience (in lieu)

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

Skills

Compensation

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Joining our team isnt just a job its 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.

Youll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, weve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.

Good Hands. Greater Together.

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.

For jobs in San Francisco, please click here for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click here for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.

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 Companys policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employees 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.

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