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Customer Care Specialist

4 months 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
  • Ability to navigate multiple software applications
  • 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

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.
Employment Criteria
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen
Additional Information
AIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We are committed to the full inclusion of all qualified individuals. As part of this commitment, AIP will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.
Please let us know if you need a reasonable accommodation.
Employee Privacy Statement:
Your privacy is very important to us. Allstate Identity Protection is a wholly owned subsidiary of the Allstate Corporation. To find information on our privacy practices as it relates to the collection, use and sharing of personal information relating to prospective, current, and former employees in the United States, see the Allstate US Employee Privacy Statement. Please click CA Notice of Collection to learn more on the information we collect and how we collect it
Note: Recruitment Fraud is on the rise Please click on our notice on recruitment fraud alert for awareness
AIP uses the E-Verify employment verification program.
By submitting this application, I confirm that I have submitted the correct and accurate information that AIP can verify from their background check provider.