Job Description

Description - External $15/ Hour MUST BE NEAR THE LAKE MARY, FL SITE GET TO KNOW ALORICA At Alorica, 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 tens of thousands of employees in hundreds of locations around the globe. JOB SUMMARY Responsible for receiving and processing incoming phone calls for assigned clients and program in accordance with corporate and department policies, procedures, quality standards and applicable laws and regulations. JOB RESPONSIBILITIES

• Connect with customers to help resolve and find solutions to customer issues of a technical nature
• Collect information, investigate issues or diagnose and troubleshoot problems
• Research and resolve issues within the scope of responsibility
• Obtain, enter and verify customer information in designated systems
• Maintain in-depth knowledge of assigned client's products and service
• 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 and/or possible 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

OTHER RELATED DUTIES

• 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 - External Minimum Education and Experience:

• High School Diploma or GED required; graduation from a college with an Associate's degree preferred
• Customer service experience
• Phone related customer service
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, 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 communica At home positions will require you to independently have access to the follo
• tion skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Patience/empathetic
• Demonstrate a positive attitude
• IN RESPONSE TO THE COVID-19 PANDEMIC, WE ARE WORKING TO MOVE EMPLOYEES TO TEMPORARILY WORK FROM HOME. IN ORDER TO WORK FROM HOME DURING THIS TIME, THE FOLLOWING ARE EQUIPMENT REQUIREMENTS: EQUIPMENT QUALIFICATIONS
• EQUIPMENT WILL BE PROVIDED WORKING CONDITIONS WORK ENVIRONMENT • A climate controlled, contact center environment-filled with amazing people, incredible career opportunities and the occasional dance-off • Constant usage of phone and computer system

• High Speed Internet • Internet Speed: High Speed internet access, 10 MBPS upload/download minimum Equipment and Internet Speeds vary based on client needs, completion of the computer test will need to be submitted to determine compatibility, failing a portion of PC testing does not necessarily disqualify you from consideration PHYSICAL DEMANDS Constant sedentary work. You'll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you. DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. TAKE THE NEXT STEP 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. Equal Opportunity Employer - Veterans/Disabled Qualifications - External Minimum Education and Experience:

• High School Diploma or GED required; graduation from a college with an Associate's degree preferred
• Customer service experience
• Phone related customer service
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, 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
• Demonstrate a positive attitude

Work Environment:

• Constant work performed in a climate controlled, call-center environment
• Constant usage of phone and computer systems

Minimum Education and Experience:

• High School Diploma or GED required; graduation from a college with an Associate's degree preferred
• Customer service experience
• Phone related customer service
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, 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
• Demonstrate a positive attitude

Work Environment:

• Constant work performed in a climate controlled, call-center environment
• Constant usage of phone and computer systems

Company Description

At Alorica, 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 tens of thousands of employees in hundreds of locations around the globe.