Ops Support/Desktop Management in Charlotte, NC at CRS Group

Date Posted: 7/11/2019

Job Snapshot

Job Description

Overview: The CRS Group is currently looking for an Ops Support/Desktop Management for one of our clients in the Charlotte area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
Job Description:
Integrated Service is an implementation underway for Allstate’s agency force. The purpose of the initiative is to route agent’s service-related calls received from customers to a call center. This will give agents more capacity to focus their efforts on new business. As part of this implementation, new phone systems will need to be installed in agencies nationwide. The role of the Care team is to be the contact point for all questions or concerns agents may have during the implementation and after (e.g. questions from assessment, how to use job aids, who to contact for bill, etc).

Duties and Responsibilities:
  • Distribution and collection data from agents
  • Reviewing submitted data for accuracy
  • Follow up calls to agents about missing information or documentation
  • Reviewing results from pre-assessment questionnaire and analysis of the agent’s current infrastructure
  • Performing pre- and post- conversion calls to agents and perform functionality testing and ensuring agents have everything they need for the implementation
  • Provide education on the new phone system and be a support escalation point of contact
  • Primary point of contact for agencies in order to coordinate the night of porting (partner with project teams and vendors)
  • Continuously report internally on agent’s status

  • Intermediate knowledge of Windows Operating system and support
  • Intermediate for technical support
  • Knowledge of VoIP technology a plus
  • Strong communication skills
  • Strong Customer Service skills
  • Capabilities to multi-task in a fast-paced environment
  • Ability to work in a team environment
  • Execute day to day activities by prioritizing work flow
  • Ability to organize data completely and succinctly (few words; concise)
  • Reporting Capabilities

ss # 84763
Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.