Allstate

Avail - Customer Experience Analyst

Posted on Jan 19 37 views Chicago, IL


Avail is a new car sharing platform focused on improving mobility and reducing the cost of car ownership.  We provide a safe and easy experience for both owners and borrowers to list and book vehicles across multiple concepts: travelers coming in and out of major airports, sharing with neighbors, and as an affordable alternative during insurance claims.     Job Summary

As Avail looks to expand nationally, our customers remain our main priority as we grow. To sustain our high quality of service, we need to build out our customer experience escalation and program management team. This individual will work closely with the Head of Customer Support, the CRM team, the training team, and most of our business and functional teams.


Key Responsibilities

⦁ Monitors escalation queue and builds a response library to enable efficient responses
⦁ Partners with contact avoidance lead to reduce unnecessary contact with call center staff
⦁ Builds standard operating procedures and engages with functional teams who are impacted by operating changes
⦁ Recognizes deficiencies in support materials or processes and consults on additional customer-facing and front-line resources
⦁ Identifies trends in customer support inquiries and theorizes solutions to mitigate voice-to-voice contact
⦁ Proactively stays current with Avail product roadmap and strategic direction to understand functionality to support front-line users
⦁ Serves as point-person for the following teams and/or initiatives: long-term sharing and field teams
⦁ Supports quality assurance program and shares coaching as needed


Job Qualifications

⦁ Education: Bachelor’s Degree in Business, Communication, or equivalent work experience
⦁ Strong oral and written communication skills
⦁ 2 + years related experience in operations or customer support issue resolution
⦁ Call center experience a plus
⦁ Salesforce experience a plus
⦁ Ability to work independently, as well as within a team environment
⦁ Ability to thrive in a fast paced, cross regional, diverse, and dynamic work environment


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.

 

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Allstate generally does not sponsor individuals for employment-based visas for this position.


 

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