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Customer Support Analyst
Allstate
Chicago, IL, United States
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To drive the badly needed change in the transportation system in the U.S., we’re launching Drift, an innovative new car sharing business that is designed to help everyday Americans take advantage of the sharing economy and the growing discontent with personal car ownership. Our mission is to reduce the cost of car ownership for Americans by matching owners of underused vehicles with individuals who would like to loan them convenient, affordable vehicles.
As a Customer Support Analyst at Drift, this individual will be responsible for ensuring we deliver an accessible, friendly, and timely customer service experience. They will implement policies across our various customer channels and segments, and drive policy improvement based on front-line learnings.
Job Responsibilities
• Support front-line customer service agents with 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 bachelor’s degree is required
• 1 + years related experience handling customer support and issue resolution
• Front-line experience preferred
• Good understanding of competitor/industry practices
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
Drift - Customer Support Analyst