Customer Support Representative (Customer Advocate)

Alorica; Florida; On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Complimentary coffee

Free on-site parking

Break rooms

Health, dental, and vision with HSA

Paid time off

Flexible pay: daily or weekly

401(k)

Leadership development programs

Tuition reimbursement

Employee discounts

Employee assistance program

Additional voluntary benefits

Job summary

Alorica Inc. is hiring a Customer Support Advocate in Florida. You’ll listen to customers, identify their needs, and explain solutions clearly to ensure satisfaction.

You’ll stay calm under pressure, keep data accurate, and aim to leave customers better off than when they reached out. This full-time role in Miami Lakes focuses on resolving product issues, processing PARs up to $750, and delivering excellent service across calls and surveys.

Qualifications

• 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.

Responsibilities

• 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 customers.

Skills

Customer service

Communication skills

Computer navigation

Organized & detail-oriented

Negotiation & multitasking

Problem solving & decision-making

Positive attitude in communication

Education

High school diploma or GED

Job description

Location

15001 NW 79th Ct, Hialeah, FL, 33016, US

Employment Type

Full‑time, $18/hr

Supporting

Customer Support Advocate

About Us

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 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.

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

For Internal Candidates:

• Must not be on any corrective action or performance plans


• Must have held your current position for 6+ months


• Must have relevant industry/program experience

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 culture—we 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

Equal Opportunity Employer – Veterans/Disabled

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

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