Customer care jobs

Jahvon:

Everyone dreads calling their insurance company because they're typically not calling to say, Oh, you guys are great bye. It's an incredible feeling when you make it to the end of that call and you know that you did something good, you know, you really had the opportunity to help somebody. I am in the Central Loss Reporting unit. From the beginning of my day to the end, I'm assisting with people calling in new claims if they've been in recent accidents.

Alyssa:

I am a PAA specialist. As soon as I log on, I have just a few moments to check my emails, get my systems pulled up and I am on the phones talking to customers. Whether it's selling home insurance, auto insurance.

Mayda:

I work with Commercial Line Sales. Most of my calls are businesses or brand new ventures.

Yanin:

I am a director in CRM. In my position, basically, what I do is I oversee the operations of a call center.

Alyssa:

Thank you for choosing Progressive. This is Alyssa how can I assist you today. For me, I take it one call at a time because every call is going to be different for me, especially since I'm licensed in almost every state.

Jahvon:

Patience, patience is definitely a major requirement because a lot of times when they call in, they might be sitting at the side of the road just going into an accident.

Mayda:

You have to ask a lot of questions to understand what it is they actually need and to get them to open up versus just yes, no, one word answers.

Yanin:

Our contact center is pretty complex. We have a lot of products that we sell and within that we have a lot of services or features that we offer our customers. You are doing multiple things at the same time.

Alyssa:

I'm so happy that Progressive provided two dual screens because of how many different windows I have to have open.

Jahvon:

Typing while you talk is very important in my role. You almost turn into a home stenographer for a little bit, you just type, type, type. Then also just feeling comfortable using a computer is important.

Alyssa:

I thought that the training was amazing. I mean, they give you so much time, they give you the resources, they pull you back and say, "Okay, how did that go?" Before you even realize it you're on the floor and you're just handling it, you're just getting it done.

Yanin:

I've kind of grown up in this company. If you think about it, it's really been a part of my personal development as well as my professional development.

Jahvon:

There's so many different avenues, so many options. If I want to stay on the phones I can, maybe be an adjuster or a field inspector, managed repair rep, the person that goes out and sees the cars. There's just so many, so many opportunities.

Alyssa:

I think it's remarkable how much Progressive has room for growth. I never found myself working out of my laundry room, but it's given me more room to grow. As small as it is.

Yanin:

The people in our organization are just different. I've been here 23 years and that's a big part of it.

Alyssa:

I'm really impressed with Progressive's culture because they're really taking to heart how their employees are feeling.

Jahvon:

The diversity and the way that they cultivate their diversity here at Progressive, It's nothing I've experienced yet, and I think it's amazing.

Mayda:

You have your eight hour time and then you get to go home with your family and just relax. You don't have to worry about work.

Alyssa:

100% that. Yes.

Mayda:

Yes, at the beginning, you're just like, I don't know what I'm doing, I just forgot everything. Don't worry about it, and then you have amazing guidelines that take you step by step what to do.

DIANA:

Hi. My name is Diana, and I'm a blended consultant with Progressive. And I've been here for 25 years.

DIANA:

I take inbound calls most of the time. It's in a call center environment. But I work from home.

DIANA:

Gracias por llamar a Progressive. Mi nombre es Diana. ¿Cómo le pudiera ayudar?

Thank you for calling Progressive. My name is Diana, how can I help you?

CUSTOMER ON PHONE:

Hola. Buenos días, señora. Le hablo porque tengo una pregunta sobre mi póliza de seguro de auto.

Hello, good morning ma’am. I am calling because I have a question about my auto insurance policy.

DIANA:

Contesto llamadas. Son llamadas que entran todo el día, de pólizas existentes a servicios de póliza que incluye pagos, cambios, cualquier pregunta de cobros, renovaciones. Y también cotizo pólizas nuevas que pueden ser de auto o de servicios de pólizas especiales, que pueden ser vehículos recreacionales, motocicletas, o botes.

I answer calls. These are calls that come in all day long for existing policies, policy services including payments, changes, any questions on payments, renewals. And I also quote new policies that can be auto or Special Lines, which may be recreational vehicles, motorcycles or boats.

DIANA:

Yo soy inmigrante. Y yo tuve la fortuna y le agradezco a mis papás que me invirtieron en mi en una educación bilingüe desde que yo estaba en México. Pero no todos tuvieron esa suerte.

I’m an immigrant. And I was fortunate and thankful to my parents who invested in me a bilingual education since I was in Mexico. But not everyone was that lucky.

DIANA:

¿Qué mejor que poder entender en tu idioma de lo que se trata el seguro? Y tú puedes sentir del otro lado el agradecimiento cuando escuchan que nosotros servimos a gente en español.

What could be better than to understand in your own language what insurance is all about. And you can feel the gratitude from the other side when they hear that we serve people in Spanish.

DIANA:

A raíz de eso, es una satisfacción muy grande poder estar en este grupo porque nosotros sabemos lo que se siente estar del otro lado del teléfono.

Because of that, it’s really great to be able to be in this group because we know what it feels like to be on the other end of the phone.

DIANA:

Es simplemente maravilloso poder ayudar a gente hispana, a latinos. Pero lo que más me gusta es pasar tiempo con mi familia.

So, it’s just wonderful to be able to help Hispanic people, Latinos. But what I like most is spending time with my family.

DIANA:

Eso es lo que me mantiene en Progressive porque salgo y todo lo que trabaje en el trabajo se queda en ese cuarto. Y todo lo demás, vengo aquí, soy parte de mi familia.

That’s what keeps me at Progressive because in the afternoon, I walk out and everything I worked on stays in that room. And everything else, I come here, I’m part of my family.

DIANA:

Es una de tantas. Y eso es lo que me motiva y lo que me gusta de estar trabajando en este departamento.

And that’s what motivates me and why I like working in this department.

DIANA:

¿Quiere usted que le sigamos mandando los comprobantes a la casa o crea usted que se le haga más fácil recibir los avisos por correo electrónico, señor?

Do you want us to keep sending the receipts to your home or do you think it would be easier for you to receive the notices by e-mail, sir?

DIANA:

Working for Progressive is like you acquire a skill, not just answering the phones. You acquire a skill of selling insurance and being knowledge with insurance. There will be other opportunities in which you can progress and move on to other departments. You can progress to be a coach or a supervisor. There are so many departments in the company that you can move on to and you can progress.

DIANA:

En el momento que tú entras a trabajar a Progressive, va a ser una compañía que te va a hacer sentir como una persona que vales.

The moment you join Progressive…it’s a company that’s going to make you feel like someone who is valued.

DIANA:

Es como si te ganaras la lotería.

It’s like you’re winning the lottery.

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