Customer Care Specialist

Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat.
Job DescriptionThis position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions. ABOUT THE ROLE- BILINGUAL CUSTOMER CARE SPECIALIST
Full time, hourly salary + benefits
Onsite Work: 7350 N Dobson Rd #101, Scottsdale, AZ 85256 (close to Talking Stick Resort and next to Top Golf) **please research the commute distance to check if its doable routinely
Workdays: Sunday through Thursdays or Tuesdays through Saturdays.
Work Hours: Agents can choose to work either 8 hours shifts/5 days per week or 10 hours shifts/4 days a week
Hourly Compensation: $23.10 an hour (potential for Overtime)
Benefits Overview (partial list) : Medical insurance. 25 days PTO and 3 Paid National Holidays. Career Growth Opportunities. Tuition Reimbursement. 401k contribution (matching available). Free Identity Protection enrollment (employee + immediate family members)
What you will do as our customer care specialist
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.
Handle both inbound and outbound calls; provide top-tier customer service in an efficient manner (subscribers call when they are going through various issues. The most common calls you will get are calls related to potential cases of Identity Theft ** We will define all the different types of theft during training and give you the tools necessary to handle each case)
Provide guidance to subscribers regarding products, technical support, and identity theft alerts, including troubleshooting account issues (Outside of identity theft, you will often be assisting our subscribers log into their online portal, either for the first time, or troubleshooting technical issues)
Initiation of Zendesk tickets for our I.T. department and case creation.
Ensure accuracy of case creation and notation for restoration cases.
Identify the next steps required for the subscriber through active listening and problem-solving skills.
Maintain strong company product and service (You get to be the one to explain all the amazing and cutting-edge tools we have, to help people take charge of their online safety)
Required Education/Skills and Experiences
Fluency in English and Spanish
Minimum one year of call center experience
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
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
AIP2024 SkillsConsumer Protection, Customer Centricity, Customer Data Management, Digital Literacy, Inclusive Leadership, Learning Agility, Performance Management (PM), Relationship Building, Results-Oriented, Stakeholder Relationship Management CompensationCompensation offered for this role is $18 - 26 per hour and is based on experience and qualifications. At Allstate Identity Protection, great things happen when our people work together. That's why when you join our team, we make sure it isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.
We are Allstate Identity Protection (formerly, InfoArmor), a wholly owned subsidiary of The Allstate Corporation. We go beyond the typical identity theft protection! Our Allstate Digital Footprint, identity theft and credit monitoring services, fraud remediation and restoration services help our subscribers safeguard their personal information, data they share online, and the relationships they treasure.
Employment Criteria: The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen
Work Environment: Except for our Customer Care roles which necessitates onsite work, most other roles are remote. AIP is a remote-first company; however, our roles are open to in-office or flex work if you live in a city with a physical office location
Physical Demands: We primarily collaborate with our colleagues through virtual meetings and office collaboration tools. Employees will have to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery, as necessary. Employees must be able to remain stationary for extended periods and must be able to observe and interpret written and/or verbal communication.
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.
AIP uses the E-Verify employment verification program.