Home Job Search Call Center- Customer Care Specialist (Local to Arizona/Onsite role)

Allstate

Call Center- Customer Care Specialist (Local to Arizona/Onsite role)

Role overview

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 Description

We are Allstate Identity Protection (formerly, InfoArmor), a wholly owned subsidiary of Allstate since 2019.

We are a technology and services company that has led the Identity Protection and Advanced Threat Intelligence pack for 10 plus years. Our product is a proactive identity monitoring service that alerts our subscribers the first sign of fraud and fully restores their identity.

ABOUT THE ROLE: Call Center- Customer Care Specialist (local to Arizona/Onsite role)

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)
Hourly Compensation: $21.00 an hour
Workdays: Sunday through Thursdays or Tuesdays through Saturdays.
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

You are local to Arizona and are able to commute to our office at 7350 N Dobson Rd #101, Scottsdale, AZ 85256 on a regular basis
Minimum one year of call center experience
High School Diploma or GED
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

Skills

Accountability, Call Center, Consumer Protection, Customer Centricity, Digital Literacy, Learning Agility, Outbound Calls, Technical Issues

Compensation

Compensation offered for this role is $17.50 – 25.62 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.

Keys to Success

At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.

We look for candidates with these skills to help us achieve that goal:

Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things

Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design

Digital literacy
Discover and apply emerging digital technology tools, data and insights.

Results-oriented
Start with measurable outcomes and drive results with speed

Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation

Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.

Working in Sales

What We Do:
As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.

How We Support You:
Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.

Make An Impact:
As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.

Working together

You’re in Good Hands ® is more than a promise we make to our customers. It’s a promise we make our employees, too.

As part of our team, we want you to love where you work, and that starts by giving you the freedom to be yourself. Our workplace flexibility and focus on inclusion creates an environment where you can connect and belong. Our goal is for you to feel trusted, heard and empowered to express yourself. When you thrive, we all thrive. And this year, we’re proud to share that we’ve been recognized by Forbes as one of America’s Best Employers For Diversity, and one of America’s Best Large Employers.

When you join us, you’ll have the opportunity to push your skills to the next level each day. Our dedication to continuous learning ensures that you have access to development programs designed to propel your career forward. As you learn and grow, so do we.

Working here also means getting the chance to do meaningful work and make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world, can be even greater when we work together.

Good Hands. Greater Together.