Customer Service Representative

Full job description

Your mission (should you choose to accept it) is to offer customer support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service.
You’re literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply.

Key Job Responsibilities
• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Upsells to customers as necessary.

Job Requirements

Minimum Education and Experience:

• High School Diploma or GED required; college degree preferred
• Customer service experience a plus
• Phone-related customer service a major plus
• Familiarity with Microsoft Windows, Word, and Excel applications
• Bilingual language skills a plus

Knowledge, Skills and Abilities:

• Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
• Ability to use phone and computer systems
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Conversational, patient and confident, with a positive attitude

Company Overview

Why Join Alorica? Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.Simply put, we want to make lives better… one interaction at a time. And to do that, we need the very best people to join us.But please, allow us to entice you further! As an Alorica employee, you may receive:
• Paid training
• Flexible training schedules
• Medical and dental benefits
• Paid time off
• Paid holiday and sick time
• Retirement planning options (401(k))
• Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at our best.

Equal Opportunity Employer – Veterans/Disabled