At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
The Chat Agent Analyst II establishes recent customer relationships via the Chat platform and serves as a trusted advisor by identifying customer needs and matching them with appropriate Allstate coverages and products and/or referring them to Allstate partners. This role will quote and issue auto, motorcycle, renters and homeowners insurance policies.
Job Responsibilities:
•Handle incoming customer inquiries and issues via chat and secured messaging.
•Provide accurate, timely, and courteous responses to customer queries, concerns, and requests.
•Identifying customer needs and assisting customers in various emergency situations along with effective multitasking abilities
•Maintain a professional and empathetic tone while addressing customer concerns on chats to ensure customer resolution and satisfaction.
•Utilize established guidelines and resources to resolve customer issues promptly and effectively.
•Document customer interactions, details, and resolutions accurately in the designated system.
•Collaborate with team members and cross-functional departments to escalate and resolve complex issues.
•
Primary Requirement:
•Excellent verbal and written communication skills including the ability to maintain a courteous and professional demeanor with customers and with fellow employees
•Willingness to work in a dynamic 24/7 environment
•Ability to prioritize, multitask and work independently
•Problem solving skills and the desire to help customer
•Strong time management skills