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Call Center Representative
1 week ago
End Client (if different from Account)
Duration
2 Year(s)
Req Description
Description
The purpose of the Care Team is to
route agent’s service related calls received from customers to a call center. This will give agents more
capacity to focus their efforts on new business.
As part of this implementation, new phone systems will need to be installed in agencies nationwide. The role of
the Care team is to be the contact point for all questions or concerns agents may have during the implementation
and after (e.g. questions from assessment, how to use job aids, who to contact for bill, etc). The Care team will
be heavily involved in:
• Distribution and collection data from agents
• Reviewing submitted data for accuracy
• Follow up calls to agents about missing information or documentation
• Reviewing results from pre-assessment questionnaire and analysis of the agent’s current infrastructure
• Performing pre- and post- conversion calls to agents and perform functionality testing and ensuring agents have
everything they need for the implementation
Provide education on the new phone system and be a support escalation point of contact
• Primary point of contact for agencies in order to coordinate the night of porting (partner with project teams
and vendors)
• Continuously report internally on agent’s status
A candidate interested in this role should have the following qualifications:
Intermediate knowledge of Windows Operating system and support
Intermediate for technical support
knowledge of VoIP technology a plus
• Strong communication skills
• Strong Customer Service skills
• Capabilities to multi-task in a fast-paced environment
• Ability to work in a team environment
• Execute day to day activities by prioritizing work flow
• Ability to organize data completely and succinctly (few words; concise)
• Reporting Capabilities
Enterprise Req Skills
Troubleshooting Software,Lan Core Network
Job Title
Care Team Specialist
Top Skills Details
1.) 5-8 years of true call center/ customer service experience (high call volume)
2.) Experience troubleshooting phone products Avaya preferred, Cisco is okay as long as supported remotely
3.) 3-5 years of application troubleshooting on desktops. I.e. app not responding, app providing error message; able to meet end user where their are with \"technical jargon\" role is customer service driven now but will become more technical once Avaya products are set in their environment
\*\*Needs to be able to build report with end users and provide just enough technical knowledge to describe what their deployment will look like from a technical standpoint.
Worksite Address
Charlotte,North Carolina,United States,28203
Additional Information
\*\*If current agents do not respond and move through the process, there is a possibility of being fired from Allstate\*\*
Drug Test Required
true
Experience Level
Entry Level
External Communities Job Description
One of the largest insurance companies is looking for a technical customer service agent specifically with Avaya product support experience. Slated for a long term contract. Will need to sit remotely near Charlotte office.
EVP
1.) Works for a Fortune 500 company, national known and respected
2.) Works in Wework building uptown which allows for flexibility, comfort and endless supply of kombucha
3.) Relaxed team, work hard play hard mentality (should have a personality fit to work with us)
4.) Ability to convert full time once contract portion finishes at the end of the year
5.) Moving into new building eventually in Southend where multiple Fortune 500 companies are relocating
Work Environment
All agents will be working remotely. Need to be close to Charlotte so that once we get to some normalcy, there is a possibility of coming onsite.
New Southend facility; team sits in a brand new area
Foosball tables, ping pong room - Google feel
Additional Skills Tags
Additional Skills & Qualifications
Great soft skills are required. Needs to be technically confident, team player and willing to work collaboratively with both Charlotte employees and remote users. 8-5pm shift with possibility for some off hour needs Can wear jeans (business casual environment)
Business Qualification
Impact to the Internal/External Customer
decided to have all agents on Avaya product, challenges have come with COVID and agents no longer sitting in their offices. Sales teams are not worried about a new phone right now, they want to make sure customers are taken care of and all questions/concerns are addressed with insurance right now. Pace has slowed with migration so they are doing a force migration with an uptick in calls anticipated.
Interview Information
Interview with our delivery manager
Why is Position Open?
Business Challenge
Insurance agents are not putting this deployment as priority during the work day and the Care Team is doing a lot of \"tracking down\" and waiting for agencies to decide on what Avaya products they want in their environment. Once confirmed, the role become more technical and these agents will be in charge of supporting set-up from start to finish.
