Posted Mar 15

Social Media & Customer Success Advocate - Work from Home

United States of America Full Time

Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Summary
Second Shift, Work from Home position. Following a training period in the local office, this individual will transition to a work from a home position with the required hours of 2 pm-11 pm with Sundays and Thursdays off. Candidate must live within an hour of the local office in Windsor, CT; Orlando, FL or Houston, TX.

Under moderate supervision, the Customer Advocacy Representative resolves and facilitates escalated and complex service issues from customers, agents and other third parties relative to any aspect of their interactions with Travelers. Representatives engage with individuals via phone, email, web and social media channels and must possess broad knowledge of Travelers operations, products, service, processes and digital capabilities and are required to work with various individuals and departments across Travelers. They are required to take ownership of each interaction ensuring appropriate action & review. They must recognize and understand potential brand reputational risks and develops engagement approaches that balance customer need and minimize reputational risk. . This job does not supervise others.

Primary Job Duties & Responsibilities
Defuse escalated and/or complex customer issues, which may be contentious at times; probing to understand the underlying issue while maintaining a strong situational awareness. Make decisions starting from position of customer advocacy while balancing risk, profitability and reputational impact. Consistently deliver exceptional customer experience to customers, agent, claimants and other third parties by professionally answering inquiries and service escalations received via phone, web and social media. Remain accountable to resolution; proactively drive and follow up on status until completion. Provide and communicate personalized solutions balancing outside in and inside out viewpoints. Effectively interact with multiple levels of the organization; summarizing situations and articulating possible solutions. Develop and deliver appropriate responses within legal and governance guidelines Employ a solid command and understanding of Traveler products, services and organization functions to ensure appropriate customer resolution. Recognize, identify and elevate broader service issues/trends, troubleshoot system interface i.e. IVR, phone, web.

Minimum Qualifications
High School Diploma or GED required.

Education, Work Experience & Knowledge
Three to five years customer service experience preferred. Knowledge in Financial Service or Insurance industry preferred. College degree preferred. Superior verbal and written communication skills preferred. Ability to think critically, and make decisions based on variety of data preferred. Ability to defuse conflict situations preferred. Ability to develop relationships, credibility and rapport with Customer and Colleagues preferred. Ability to work well in a team environment (in the office or virtually) preferred. Understand how to use a variety of Social Media platforms (example: Facebook & Twitter) preferred.

Job Specific & Technical Skills & Competencies
Superior verbal and written communication skills. Ability to identify customer needs and offer solutions. Ability to be proactive in decision making and problem solving. Demonstrated highly effective customer advocacy skills. Possesses positive and engaging telephonic presence. Ability to multitask. Proficient with computer technology. Ability to follow directions and escalate situations as appropriate to leadership. Understand how to use a variety of Social Media platforms. Able to develop situation appropriate engagement strategies.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.

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