Customer Support Representative (Customer Advocate)

Customer Support AdvocateWe're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves.

Which means when you succeed, we all do.You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out.

If that sounds like you, this role is a great fit.• Responds to customer contacts (calls and survey comments) regarding products, product failures, warranties, and retail-related issues in a non-scripted environment.• Authorized to decide and implement the best course of action to resolve the customer's issue• Manages customer caseload on an on-going basis to ensure that follow-up and case closure is handled in accordance with departmental standards• Makes effective financial decision 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 costumers.• High school diploma or GED• 6+ months of exceptional Customer Service and Communication skills• Strong computer navigation skills• Highly organized and detail-oriented• Negotiation and Multi-tasking expertise• Strong Problem Solving and Decision-making abilities• Conversational, patient, and confident communication style with a positive attitudeOur culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most.

We don't just talk about culture—we build it, live it, and keep making lives better every day.• Performance-based bonus potential• Complimentary coffee available• Free on-site parking• Dedicated break rooms for rest and relaxation• Health, dental, and vision coverage with HSA options• Paid time off• Flexible pay options: daily or weekly pay• 401(k) retirement plan• Leadership development programs designed to support career growth and advancement• Professional and personal development through open-access courses via Alorica Academy• Paid training and tuition reimbursement• Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more• Employee assistance program for personal and professional support• Additional voluntary benefits to meet your individual needsBold – We challenge conventions and take smart risksRelentless – We deliver results, no matter what it takesConnected – We work as One Alorica because we're stronger togetherTrue – We show up as our authentic selves, every single dayIf you're looking for a place where your work matters, your voice is heard, and you can build a real career, let's talk. Apply Today!Equal Opportunity Employer – Veterans/Disabled