Colette Edwards Email & Phone Number

*Provide key support for established agencies with a focus on implementation of consistent business processes to drive potential growth, customer engagement and retention *Document all interactions and resolutions in AllConsult *Serve as the point for general agency questions, escalations, and determine when to transfer to different resource or to the Sales Leader*Educate agencies on what resources they have access to and how to leverage them to become more self sufficient and effective advisors and proactively identifies additional resources that may be needed

*Creates attendance performance and management reports for leadership *Uses independent judgment when problem solving *Handles multiple work assignments simultaneously with limited supervision*Uses multiple systems to assist frontline leaders with transfers and unacceptable documents

Charlotte, North Carolina Area

*Answering inquiries and resolving service concerns from the Agency force that is paying for the Extra Hands Service *Assist in the enrollment process of the service and addresse any questions/concerns around the process and/or payments associated with the service. *Communicate with the agents notifying them of the work being completed on their behalf *Working with the agencies on understanding the Reporting Tool that provides all of the activity *Ensures adherence to the program guidelines *Contact for Field Sales Leaders with questions/issues regarding the Extra Hands program *Demonstrating good investigative skills, and resolving difficult to complex issues including billing, coverage, and rating questions and be able to effectively convey findings to Agency staffs and Sr. Leadership*Excellent follow-up skills and be able to communicate and process information accurately and efficiently

Charlotte, North Carolina Area

*Responsible for answering complex inquiries*Responsibility include investigation and processing multiple types of new business, endorsement and manual rating request on Auto, Property and Specialty lines. This creates the need to be able to utilize a wide variety of systems and media channels to investigate and resolve inquiries*This work enables the Customer Contact Center to meets its customer satisfaction and business performance goal*Multi-tasking*Communicate and follow up agent concerns

Roanoke, Virginia Area

*Under minimal direction providing technical support to end-users and/or client site applications, utilizing established protocol*Duplicate, troubleshoot, and investigate user problems to resolve operating difficulties*Recommends system and/or content modifications to reduce user problems