Data Services Associate - Full-time

BASIC FUNCTION

Responsible and 100% accountable for proactively coordinating and managing data lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful delivery; provide data aftermarket ordering and service support

Major Job Accountabilities

Data Order Management - Responsible for proactively coordinating the typically 15-day order lifecycle of various data products (i.e. frame relay, private line, CAPN, Accu-Ring, STSI, and SINA), providing support for clients and ensuring service commitments exceed client expectations

Provide a single point of contact and follow data order from receipt of order through successful delivery, which may include accessing multiple client systems in accordance with policies and procedures

* Receive data order requests from customers and validate the accuracy of the information

provided; complete necessary ordering screens through access to client's ordering system,

which includes submitting the order electronically for completion

* Retrieve reports from previous day's orders to verify accuracy and completeness of order information (i.e., missing address, customer information, phone number, facility and circuit information, etc.) by accessing multiple systems and researching and resolving all missing order information

* Complete customer status calls at various milestones (touchpoints) throughout the order lifecycle to ensure that the order is completed within the required time frame

* Continuously monitor orders throughout the order lifecycle to identify any obstacles to successful, timely fulfillment

* Take appropriate steps to resolve such obstacles in order to achieve successful, timely fulfillment, which may include escalating the issue to suppliers' provisioning departments or internal management

* Ensure that network services are accurately implemented into all necessary business, operational, and billing environments

* Resolve billing issues for customers, verifying accuracy of billing elements and ensuring billing information is updated in all systems

* Present a positive level of professionalism with customers at all times

* Communicate issues and concerns to appropriate management staff

* Manage cutovers for services ordered, which may require attention after normal working

hours; prepare and deliver performance reports based on customer expectations

* Complete and submit stewardship reports within established deadlines

* Establish reporting vehicle to document, communicate, and track milestone events

* Document completed implementation to the client

* Create and maintain customer files that are well documented and efficiently organized

General Job Responsibilities-

* Exercise exceptional customer service skills in an effort to optimize each contact with the customer

* Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations

* Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner

* Maintain required documentation in an accurate and timely manner using established systems

* Maintain strict confidentiality of information provided by customer or data accessed within assigned systems

* Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls

* Establish and maintain a professional relationship with internal/external customers, team members and department contacts

* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Alorica is one of the biggest companies you've never heard of. We only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with over 90,000 employees in more than 100 locations around globe.

Working at Alorica means having the freedom to explore all kinds of career opportunities. You can choose from several positions - customer service, tech support, management - serving a wide variety of clients in healthcare, insurance, finance and consumer technology. And you can choose to work at a site, work from home, stay where you are or transfer to a totally new location.

Alorica offers fun, challenging opportunities for personal and professional development. We want you to have fun and succeed, because when you're at your best, that's when we're at our best.

Let's make lives better. Let's defy the status quo. And let's go beyond thinking outside the box - and decide to obliterate the box instead.

You ready? Let's do this.

Qualifications

Education

High school diploma or GED required. Bachelor's degree from an accredited college or university with major course work in business administration, communications, marketing, or a related field preferred

Additional education may be required based on individual projects and/or locations

Experience

Minimum one year customer service experience required

Minimum one year business experience required

Minimum one year telemarketing or data provisioning experience preferred

Other

Basic knowledge of Word, Excel, Outlook required

Ability to pass a standardized job interview

Score acceptably on related testing assessments

CORE COMPENTENCIES

Problem Solving and Decision Making

*Identifies and analyzes problems and finds solutions to them. Isolates problem areas and uses appropriate techniques to solve them.

*Is able to handle customer concerns with minimal assistance.

*Is able to escalate problems to supervisors and managers appropriately.

*Possesses good business sense and judgment to be able to resolve customer concerns on the spot. *Always follows up as necessary and keeps the customer informed of the situation.

Attention to Detail & Multi-Tasking

*Has the ability to quickly and accurately scan for errors; relates to visual, numerical, and verbal data; also relates to generating and transmitting error-free products and work.

*Is capable of devoting optimal attention to a task or project to ensure it is completed to the highest quality standards. Is able to simultaneously manage several tasks/activities efficiently and effectively, using available resources and time constraints, and to achieve objectives in a timely, cost-effective manner with the highest-quality delivery possible

Planning & Organizing Work

*Ability to schedule resources and one's own time in order to accomplish a goal; can include both short and long term schedules.

*Organizes work tasks to maximize quality and completeness.

Basic Computer Knowledge & Orientation Toward Technology

*Possesses basic computer knowledge and technological skills, including the ability to use search tools, browsers, and email programs.

*Also expresses an interest in and willingness to learn new technology.

Basic and Applied Mathematical Skills

*Possesses the ability to add, subtract, multiply, and divide, in support of work activities.

Willing to Learn

*Rapidly absorbs new information. Learns, remembers and applies new techniques or procedures.

*Is curious to learn new things and ways of doing the job.

* Delights in sharing best practices with others.

Communication Skills

*Communicates in a clear and convincing manner using oral and written forms.

*Is able to read, interpret, and apply written directions and guidelines.

*Listens attentively and ensures understanding of what is being said.

Customer Service Orientation

*Welcomes and acknowledges each customer with a sense of urgency and provides the customer with their full attention.

*Engages customers to identify their needs, address their issues, meet their expectations, and ensure their satisfaction.

*Always tries to help and assist the customer in a polite, respectful, and friendly manner.

*Challenges oneself to find new and innovative ways to enhance the customer experience.

*Acts as a trusted advisor to customers by offering products and services that truly meet their identified needs.

Understanding and Negotiating with Others

*Identifies with and understands the feelings, thoughts, and attitudes of customers and co-workers. *Treats others with dignity and respect. Keeps the customer's or client's best interest at the heart of all decisions.

*Effectively works with customers and co-workers alike to produce agreement on a course of action or on outcomes that satisfy various interests; understands the other party's motives and tactics and strives to achieve a positive result for all parties involved.

*Is able to substantially influence the thoughts and actions of others; consistently convinces others to embrace a particular position or viewpoint, and/or to take a specific course of action.

Openness to Feedback and Adaptability

*Is always open to providing and receiving constructive feedback to/from others.

*Demonstrates the capacity to readily change actions, opinions or behavior based upon feedback from teammates and leaders.

*Is able to successfully adjust/adapt his/her approach when faced with multiple demands, shifting priorities, or rapid change; handles ambiguity well.

Personal Stability

*Remains controlled in the face of pressure, complaints or failure; has the ability to think rationally and logically despite considerable pressures.

*Copes well with setbacks.

*Is thick-skinned when dealing with irritable customers or co-workers.

Integrity and Adherence to Policies and Procedures

*Is a trusted associate with confidential information, goods, and products.

*Models the appropriate behaviors for others in the organization.

*Keeps confidences, admits mistakes, and does not misrepresent him/herself for personal gain.

*Can monitor self-activities and will do what was promised.

*Will admit mistakes.

*Always follows procedures and appropriate policies to minimize risks.

Conscientious & Dependable

*Is committed to achieving and maintaining high work standards.

*Takes personal pride in the quality and output of work.

*Looks for ways to improve existing work processes.

*Is responsible and reliable.

*Shows up to work on time and when required.

*Is available to work when needed and rarely misses scheduled work time.

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.