Customer Advocate

Position: Customer Advocate

Location: 15001 NW 79 CT Miami Lakes, FL 33016

Terms: Full-time

Pay: $18/hr

Join Team Alorica

At Alorica, we're redefining what it means to be a global leader in customer service and experience one interaction at a time. With Alorica-at-home and locations in 18 countries around the world, we offer endless career opportunities from customer service, training, and tech support, to management, recruiting, and more. And we're proud to say over 70% of our leaders are promoted from within!

But that's not all…we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with Alorica (MLBA). MLBA is our award-winning, in-house non-profit charity that's focused on empowering people through mission-focused work.

Job Summary

As part of Team Alorica, you'll help our clients by addressing their customers' concerns, providing support, and resolving issues.

Responsibilities

• Responds to customer contacts (calls and survey comments) regarding products, product failures, warranties, and retailer-related issues in a non-scripted environment.

• Authorized to decide and implement best course of action to resolve the customer's issue.

• Manages customer case load on an on-going basis to ensure that follow up and case closure is handled in accordance with department standards.

• Makes effective financial decisions related to customer goodwill and Policy Adjustment Request (PAR) on a case-by-case basis to enhance customer loyalty and perception of the company's experience without manager approval of up to $750 per case.

• Makes outbound calls to customers to set follow-up expectations.

• Works with retailers, field staff or departmental liaisons to work towards a resolution for customer.