Customer Satisfaction Consultant
Date: Oct 11, 2024
Location: Erie, PA, US, 16503
Company: Erie Insurance
|
Division or Field Office: |
Experience & Customer Service Division |
| Department of Position: | Center of Excellence Dept |
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Work from: |
Erie Home Office |
| Salary Range: |
$85,247.00 - $136,175.00 * salary range is for this level and may vary based on actual level of role hired for |
*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.
At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.
Benefits That Go Beyond The Basics
We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:
- Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
- Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
- Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
- 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
- Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
- Career development. Including a tuition reimbursement program for higher education and industry designations.
Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.
Position Summary
Leads the development, communication, and implementation of Customer Satisfaction and Integration strategic programs to optimize ERIE’s customer centric mindset and capabilities. Assists and advises key stakeholders to ensure the successful execution of divisional and enterprise initiatives. Assists in defining measurable problem statements with process and data analysis designed to deliver high customer and business impact. Leads or facilitates change management and/or business support for technology platforms.
The ideal candidate:
- Formulates actionable business takeaways and recommendations from multiple data sources.
- Takes pride and ownership of high-level work products for senior leaders and high priority initiatives.
- Clear and confident written and oral communicator.
Duties and Responsibilities
- Supports and participates directly in Customer Satisfaction and Integration initiative development, as the technical and business subject matter expert to project teams as they address issues, manage scope, mitigate risk, resolve resource contentions, and control budgets.
- Manages complex strategic initiatives to include the end-to-end process for Customer Satisfaction related initiatives.
- Identifies opportunities to transform program and business processes.
- Recommends effective, efficient solutions, identifies cost savings to maximize value.
- Implements critical change management initiatives on behalf of department and division management.
- Champions and monitors progress towards strategic planning goals and decisions made by management.
- Socializes ideas to key stakeholders, Makes presentations to senior and executive leadership.
- Consults, mentors and coaches project managers and other subject matter experts as needed to ensure success.
The first four duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.
This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.
Competencies
- Customer Focus
- Nimble Learning
- Values Diversity
- Collaborates
- Cultivates Innovation
- Decision Quality
- Ensures Accountability
- Instills Trust
- Optimizes Work Processes
- Self-Development
Qualifications
Minimum Educational and Experience Requirements
- Bachelor's degree and six years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or
- Associate’s degree and eight years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or
- High School Diploma and ten years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or
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Additional Experience
- Strong knowledge of division functions and technology platforms required. Strong knowledge of insurance operations required.
- Strong knowledge of spreadsheet, database and word processing software required.
- Degrees Preferred: Business, Analytics, or Information Technology.
Physical Requirements
- Climbing/accessing heights; Rarely
- Driving; Rarely
- Lifting/Moving 0-20 lbs; Occasional (<20%)
- Lifting/Moving 20-50 lbs; Occasional (<20%)
- Ability to move over 50 lbs using lifting aide equipment; Occasional (<20%)
- Manual Keying/Data Entry/inputting information/computer use; Often (20-50%)
- Pushing/Pulling/moving objects, equipment with wheels; Occasional (<20%)
Nearest Major Market: Erie
