Position: Customer Advocate RepresentativennLocation: 15001 NW 79 CT Miami Lakes, FL 33016nnTerms: Full-timennPay: $18/hr.nnJoin Team AloricannAt 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!nnBut 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.nnJob SummarynnAs part of Team Alorica, you'll help our clients by addressing their customers' concerns, providing support, and resolving issues.nnResponsibilitiesnnResponds to customer contacts (calls and survey comments) regarding products, product failures, warranties, and retailer-related issues in a non-scripted environment.nnAuthorized to decide and implement best course of action to resolve the customer's issue.nnManages customer case load on an on-going basis to ensure that follow up and case closure is handled in accordance with department standards.nnMakes 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.nnMakes outbound calls to customers to set follow-up expectations.nnWorks with retailers, field staff or departmental liaisons to work towards a resolution for customer.nnQualificationsnnHigh school diploma or GEDnnMinimum of 2 years of relevant customer service work experience required.nnMinimum of 2 years of Call center experience.nnStrong computer navigational skillsnnExcellent phone skills.nnAbility to demonstrate a high level of service to others.nnAbility to work independently to resolve complex customer issues.nnAbility to clearly communicate complex information through the written or spoken word.nnExcellent negotiation skills and ability to multi-task.nnExcellent conflict resolution, decision-making and creative thinking skills.nnAbility to follow detailed procedures and ensure accuracy.nnAbility to organize and maintain case records.nnAbility to work well in a team environment.nnFamiliarity with Microsoft Office applications (Word, Excel)nnExcellent oral and written communication skillsnnExceptional listening/comprehension skillsnnProfessional and courteousnnCustomer orientednnWork EnvironmentnnRegular work performed in a climate-controlled, call-center environment.nnOngoing usage of phone and computer systemsnnPhysical DemandsnnConstant sedentary worknnBenefitsnnHealth, dental, and vision coverage/HSAnnPTOnnOptional daily pay or weekly paynn401K retirement plannnLeadership programsnnPaid training and tuition reimbursementnnEmployee discounts program including but not limited to groceries, travel, insurance, phone plans, health and wellness, and pet supplies.nnEmployee assistance programnnAdditional voluntary benefitsnnNext StepsnnPlace an application.nnComplete your online assessment.nnOur team will review your application.nnIf selected to move forward, our team will follow up directly.nnDISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification.nnAlorica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.