Customer Service Analyst II

As a designated subject matter expert (SME) at Allstate, your role involves coordinating with the call center operations and quality control teams to enhance efficiencies within the call center, ensuring improved customer relations, and overall service quality. Additionally, you will collaborate with the AB operations training unit to identify training needs and contribute to the development of training materials. Key Responsibilities: - Act as a role model for the team - Provide professional assistance and resolution for escalated/supervisor calls - Represent the Customer Care Center on projects, initiatives, or testing as required - Assist in the development and dissemination of training materials - Demonstrate basic telecommunications knowledge and advanced product functionality understanding - Support customer service specialists with inquiries and provide training on specific research processes - Interpret policies, rules, and regulations while performing a range of customer service duties - Answer complex customer inquiries in a professional manner Education: - A 4-year Bachelor's Degree is preferred Experience: - 0-2 years of experience is preferred Supervisory Responsibilities: - This role does not entail supervisory duties Education & Experience (in lieu): - An equivalent combination of education and experience may be considered Primary Skills: - Customer Experience Management - Performance Management (PM) - Relationship Building - Stakeholder Relationship Management Shift Time: Not specified Recruiter Info: Dipti Murudkar Email: dsudh@allstate.com About Allstate: Joining the Allstate team is not just a job; it's an opportunity to elevate your skills, challenge the status quo, and impact the future positively. Allstate fosters inclusivity and diversity, empowering everyone to lead, drive change, and contribute to their communities. Allstate, a leading publicly held insurance provider in the U.S., is ranked No. 84 in the 2023 Fortune 500 list. The Allstate Corporation operates in various countries, including the U.S., Canada, Northern Ireland, and India. Allstate India, established in 2012, is a critical strategic business services arm of the corporation, providing expertise in various business areas such as technology, innovation, accounting, and policy administration. To learn more about Allstate India, visit their website.,