Customer Support Representative (Customer Advocate)

Customer Support Advocate

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.

Here's what the job really looks like:

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

Location note: We're currently hiring for this position in Miami Lakes, Florida.

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