Customer Care Specialist

4 weeks ago

Scottsdale, United States Allstate Identity Protection Full time

We are **Allstate Identity Protection **(formerly, InfoArmor), a wholly-owned subsidiary of Allstate since 2019 helping our subscribers safeguard their personal information, data they share, and the relationships they treasure.

Our product is a **proactive identity monitoring service that alerts subscribers at the first sign of fraud and fully restores their identity**. Our new Allstate Digital Footprint feature offers a simple way for customers to see and secure their data and is our next step in reinventing digital and identity protection.

_______________________

**CUSTOMER CARE SPECIALIST**

Location and **Onsite** work : Employees will work at our office in **7350 N Dobson Rd #101, Scottsdale, AZ 85256 **_(close to Talking Stick Resort)_

Position Type:
This is a **Full-Time position**, with hourly salary(annualized), employee benefits and discretionary quarterly bonuses (awarded to the top 20%)

**Compensation**:The base pay for this role is **$21**/**hour non-exempt **(potential for overtime pay).

Benefits**:25 days of Paid Time Off,** Insurance plans, Paid Training, potential for Quarterly Bonuses, Career Growth Opportunities, **Tuition Reimbursement** (after a year), 401k contribution (matching available), Free Identity Protection enrollment (employee + immediate family members) and other benefits

**Work Hours**:
Our Contact Center operation hours are 5 am to 7 pm Monday through Friday, 6 am to 6 pm Saturday and, 7 am to 6 pm Sunday

Agents can choose to work either **8 hours** shifts/**5 days** per week **or 10 hours** shifts/**4 days** a week

Please note: During the second week of training, the team members will be **presented with multiple schedule options to decide on two schedules**; _typical work week can be Sunday through Thursdays or Tuesdays through Saturdays_._ _Further details can be discussed during the interview process_

**Essential Functions**:

- ** Act as the first resource for customer questions and requests regarding their identity protection account**:

- We take inbound (and make some outbound) calls from our subscribers when they are going through various issues. The most common calls you will get are calls related to potential cases of Identity Theft.
- We define all the different types of theft during training and give you the tools necessary to handle each case.
- Outside of identity theft, you will often times be assisting our subscribers log into their online portal, either for the first time, or troubleshooting technical issues.
- You get to be the one to explain all of the amazing and cutting-edge tools we have to help people take charge of their online safety.
- You’ll work with a team of approximately 30 agents who are all willing to assist you as you navigate your career with AIP, and a leadership team that will support your personal and professional goals, whatever they may be.
- This environment and culture help us maintain a 96%-98% agent satisfaction rating from our customers, far above industry standards.

**Required Experience, Education & Skills**:

- High School Diploma or GED (verified prior to joining)
- Work in-office at our state-of-the-art call center located in North Scottsdale
- Availability to work a scheduled shift consistently
- Minimum one year of customer service experience
- Strong formal oral and written communication skills and ability to communicate clearly
- Dependability and strong work ethic
- Passion to provide great customer experience
- Highly adaptable and focused on self-development
- High proficiency typing skills and computer comprehension

**Preferred Education and Experience**:

- Call Center experience
- Bilingual (English/Spanish)

The base **annual salary is $43,680** (hourly $21); this role is non-exempt and **eligible for overtime pay**

discretionary quarterly performance bonus awarded to top performers $800 to $1000, dependent on varied factors

**Benefits: subsidized Employer-paid medical premiums**, **25 days of Paid Time Off,** Paid Training, potential for Quarterly Bonuses, Career Growth Opportunities, Tuition Reimbursement (after a year), 401k contribution (matching available), Free Identity Protection enrollment (employee + immediate family members) and other benefits

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