Call Center- Customer Care Specialist - ONSITE at Scottsdale, AZ

Allstate Identity Protection – Call Center Customer Care Specialist (Onsite, Scottsdale, AZ)

Allstate Identity Protection is a part of The Allstate Corporation, combining advanced investigative systems with expertise in working with businesses to keep customers protected from online threats.

We are Allstate Identity Protection (formerly Info Armor), a wholly owned subsidiary of Allstate since 2019.

Personal (digital and financial) Identity Protection and Restoration. Our product is a proactive identity monitoring service that alerts subscribers at the first sign of fraud and fully restores their identity if a breach occurs.

• Full‑time onsite opportunity located at 7350 N Dobson Rd #101, Scottsdale, AZ 85256.
• Workdays: 5 days per week, inclusive of weekends.
• Hourly pay: $22.11 (nonexempt). Overtime 1.5×, Holiday work double time.
• Benefits: $80 monthly stipend, up to 20 days PTO per year, 9 national holidays, medical/dental/vision with HRA/FSAs, and other perks. Free Identity Protection enrollment for employee and immediate family.

• No personal electronic devices in the Call Center. All cell phones and similar devices must be stored in lockers outside the Call Center for the duration of your shift.
• Electronic note‑taking only. All notes must be entered on the company‑provided PC. Paper, pens, or any other writing materials are strictly prohibited.

• Handle inbound and outbound calls, providing top‑tier customer service for subscribers dealing with potential Identity Theft issues.
• Provide guidance to subscribers regarding products, technical support, and identity theft alerts, including troubleshooting account issues.
• Initiate Zendesk tickets for our IT department and create cases. 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 knowledge to explain our cutting‑edge tools that help people take charge of their online safety.

• High School Diploma or GED.
• Local to Arizona with the ability to commute to 7350 N Dobson Rd #101, Scottsdale, AZ 85256.
• 2‑3 years of customer care experience.
• Ability to navigate multiple software applications.
• Availability to work a scheduled shift consistently.
• Strong formal oral and written communication skills.
• Highly adaptable and focused on self‑development.
• High proficiency typing skills and computer comprehension.

• One or more years of call center experience.
• Experience working in fraud identification and resolution field.
• Live Chat experience.

AIP
2024

Consumer Protection, Customer Data Management, Performance Management (PM), Relationship Building, Stakeholder Relationship Management

Compensation offered for this role is 17.98 – 26.16 per hour and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Except for Customer Care roles which necessitate onsite work, most other roles are remote. AIP is a remote‑first company; however, roles are open to in‑office or flex work if you live in a city with a physical office location.

Employees must be able to operate a laptop computer and related office productivity machinery, remain stationary for extended periods, and observe and interpret written and/or verbal communication.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer,…