Customer Service Representative - Full-time

Description

Looking for Experienced Customer Service Representatives!

Join the Leader in the Call Center Business!

Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer's precious asset- their customer relationships.

Alorica is currently seeking bright, motivated individuals to join our valued team of Representatives. We are looking for passionate and results oriented Customer Support personnel to create insanely great customer experiences.

Responsibilities:

• Responds to requests and calls from customers related to client specific programs and products
• Identifies and responds to customer's needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance while on-rent, including extensions, directions, vendor calls, processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Escalates calls to supervisor when necessary and appropriate
• Maintains and updates customer information as necessary
• Provides support and assistance as needed
• Up-sells to customer upgrades as necessary
• May perform other client specific duties as necessary and required by program/account.
• Other duties as assigned

Qualifications

Minimum Education and Experience:

• High School Diploma or GED required;
• Graduation from a college with an Associate's degree preferred not required
• Customer service experience
• Phone related customer service
• Sales experience
• Familiarity with Microsoft Windows, Word, and Excel applications
• Fluency in Spanish required for LAC agents (preferred)
• Other client specific requirements as necessary

Knowledge, Skills and Abilities:

• Knowledge of product/procedures
• Ability to use phone and computer systems
• Customer Service skills
• Strong interpersonal skills
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Patience/empathetic
• Mental Acuity
• Conversational
• Confident/Assertive
• Demonstrate a positive attitude

Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.