Customer Support Representative (Customer Advocate)

Customer Support Advocate

Location: 15001 NW 79th Ct, Hialeah, FL, 33016, US Employment Type: Full-time, $18/hr

We'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 challengesand 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.

Here's What the Job Really Looks Like 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.

How You'll Make an Impact 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.

What'll Set You Up for Success Required: 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 attitude

Why Alorica? Our 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 culturewe build it, live it, and keep making lives better every day.

What We Offer: 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 needs

Our Values Bold We challenge conventions and take smart risks Relentless We deliver results, no matter what it takes Connected We work as One Alorica because we're stronger together True We show up as our authentic selves, every single day

Ready to Join Us? If 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