Job Description:

The Allstate Corporation is the nation’s largest publicly held personal lines insurer. A Fortune 100 company, with $156 billion in assets, Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services. Allstate is widely known through the “You’re In Good Hands With Allstate®” slogan. Allstate was founded in 1931 and became a publicly traded company in 1993.

 
Position: Agent Support Professional
 
Allstate Roadside Services (ARS) is the second largest publicly traded provider of roadside assistance and associated services in the U.S. marketplace today. Allstate Roadside Services emerged from an acquisition by Allstate Insurance Company of the Partnership Marketing Group (PMG) in 2008, integrating them with Allstate Motor Club, one of the nation's top motor clubs with nearly 50 years of roadside expertise. PMG's 43 year heritage brought a rich portfolio of offerings; such as Signature Motor Club, one of the leading providers of roadside assistance in the nation; as well as legal benefit plans and membership-based affinity offerings.
 
Unifying these two highly recognized and well established roadside assistance providers enables Allstate Roadside Services to continue to serve millions of drivers in the U.S., Canada, and Puerto Rico through the Allstate Motor Club, as well as a wide array of industries, including wireless providers, fleet vehicles, and one of the fastest growing segments in the marketplace: wholesale auto partners (OEM)s. For more information, visit www.allstateroadsideservices.com
 
Scope and Responsibilities:
 
The ARS Service Operations Customer Experience Team is looking for a Agency Support Professional.  They will be responsible for:

• Resolving complex service calls such as accounting postings, charge offs, membership alterations, etc.


• Resolving agent communicated customer complaints within quality and cycle time specifications


• Providing a  specific point of contact area to the Allstate enterprise for agent communicated customer-related ARS complaints, concerns or questions


• Providing subject matter expert input for other areas such as training and quality to promote the target agent/customer experience


• Communicating with agents building agent confidence in the ARS product lines and programs


• Identifying and coordinating process improvements projects to enhance the agent/customer experience


• Collaborating and assisting the marketing team to innovate and promote offerings to the agent audience


• Answers agent questions regarding product benefits, processes and servicing operations supporting the sale of the ARS product line.
  

Experience:

• 2 years experience in a sales support position where strong problem solving skills were developed
  
  • 2-3 years experience in a sales role is ideal
    


• Experience delivering face-to-face presentations
  


• Experience working in a team environment is a must
  

Skills:

• Strong problem solving skills


• Strong understanding of the entrepreneurial spirit


• Presents a professional and highly competent presence with very strong communication and relationship building skills.


• Exhibits strong clear thinking and problem resolution capability


• Strong organizational skills to prioritize and manage multiple critical issues


• High degree of mental flexibility


• Solid understanding of industry best practices


• Drives innovative initiatives cross functionally to enhance the Agent experience


• Identifies risks to the ARS agent marketing channel


• Strong capacity to negotiate mutually acceptable resolutions in triangulated ARS-Agent-Customer disputes.


• Strong cross functional communication and relationship skills to drive strong agent outcomes

Education:

4 year degree