Customer Service Analyst II

The position requires you to serve as a designated subject matter expert (SME) on basic projects such as coordinating with call center operations, quality control teams, and AB operations training unit. Your role will involve improving efficiencies within the call center to enhance the quality of customer relations, providing professional assistance for escalated/supervisor calls, representing the Customer care Center on projects, initiatives, or testing as required, and assisting in the development and dissemination of training materials. You must act as a role model for the team, possess basic telecommunications knowledge, and demonstrate an advanced understanding of products and functionality. Additionally, you will provide support for questions from customer service specialists, conduct training for team members, and interpret various policies, rules, and regulations to address customer inquiries effectively. Key Responsibilities: - Act as a role model for the team - Provide professional assistance for escalated/supervisor calls - Represent the Customer care Center on projects, initiatives, or testing - Assist in the development and dissemination of training materials - Demonstrate basic telecommunications knowledge and advanced product functionality understanding - Provide support for questions from customer service specialists - Conduct training for team members and guide reps on specific research processes - Interpret policies, rules, and regulations to address customer inquiries - Respond to a high volume of complex internal and external customer inquiries in a professional manner Education: - Preferred 4-year Bachelor's Degree Experience: - Preferred 0-2 years of experience Supervisory Responsibilities: - This job does not involve supervisory duties Primary Skills: - Customer Experience Management - Performance Management (PM) - Relationship Building - Stakeholder Relationship Management Shift Time: Not specified Recruiter Info: Dipti Murudkar dsudh@allstate.com About Allstate: Joining the team at Allstate is not just a job, it's an opportunity to enhance your skills and make a positive impact on the future. The company values inclusivity, diversity, and empowerment, encouraging everyone to lead, drive change, and give back to the community. Allstate is known for its flexible work environment that promotes connection and belonging. With numerous inclusivity and diversity awards, Allstate has proven its commitment to empowering employees to thrive and contribute to a greater good.,