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

This 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

Skills

Consumer Protection, Customer Centricity, Customer Data Management, Digital Literacy, Inclusive Leadership, Learning Agility, Performance Management (PM), Relationship Building, Results-Oriented, Stakeholder Relationship Management

Compensation

Compensation offered for this role is $18 - 26 per hour and is based on experience and qualifications.