Operations Analyst, Customer Support - Car Sharing
- Employer
- Allstate Insurance Company
- Location
- Chicago, Illinois
- Salary
- Not Specified
- Closing date
- Mar 22, 2019
View more
- Category
- IT , Operations
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
Drift is a new car sharing platform focused on improving mobility and reducing the cost of car ownership. We give car owners a way to earn extra income from their idle cars and connect drivers with a convenient, affordable way to drive a car when they want.
Job Description
As a Customer Support Operations Analyst at Drift, this individual will be responsible for ensuring we deliver an accessible, friendly, and timely customer support experience. They will implement policies across our various customer channels and segments, and drive policy improvement based on front-line learnings.
Job Responsibilities
- Business process development and improvement
- Support front-line operations, escalation management, and issue resolution
- Identify trends in customer support inquiries and theorize solutions to mitigate voice-to-voice contact
- Work with and facilitate training for multiple back-end customer support tools utilized by both front-line employees and backend operations
- Utilize data to optimize customer support handling for various business models
- Recognize deficiencies is support materials and consult on additional customer-facing and front-line resources
- Communicate customer support results to business partners and leadership
- Monitor industry trends for best practices and omnichannel customer support tools and provide recommendations
Job Qualifications
Education and Experience
- A bachelors degree is required
- 1+ years related experience in operations or customer support issue resolution
- Experience developing and implementing customer support operations
- Good understanding of competitor/industry practices preferred
Functional Skills
- Strong written and verbal communication skills including the ability to effectively collaborate with others at all organizational levels
- Demonstrated ability to take initiative and handle multiple concurrent assignments in a timely manner
- Strong interpersonal skills with the ability to communicate workstream-specific concepts to various audiences both in and outside the organization
- Adopts projects, programs or methods based on customer feedback and operational practicality
Good Work. Good Life. Good Hands.
As a Fortune 100 company and industry leader, we provide a competitive salary but thats 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, youll 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.
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.
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It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.
Company
- Website
- https://www.allstate.com/
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