Job Description

WORK AT HOME (VIRTUAL) CUSTOMER SERVICE REPRESENTATIVE ADDRESS: 727 HIGHWAY 43 SOUTH, SARALAND, AL PHONE INTERVIEWS CONDUCTED BY RECRUITER DONNA SMITH EMAIL: DONNA.SMITH2@ALORICA.COM CALL/TEXT: 863-510-7110 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 Are you a problem solver who likes to make life better for others? As an Inbound Customer Service Representative, you will provide exemplary customer service, over the phone, offering solutions and answering questions about a product or service. You will be an advocate for our customers, showing compassion and putting yourself in their shoes to calmly resolve and de-escalate customer concerns. 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

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. So what do you say? Ready to take the next step? Job Requirements

• First and foremost, you need a positive attitude and a natural willingness to want to help others
• We require you are flexible in accepting a set schedule during our operating hours of 5am-9PM CST, Monday through Sunday.
• You also must be willing to work holidays when they fall within your assigned schedule
• The ability to ask probing questions, while exhibiting empathy, to further understand customers who may be vague or unclear about their technical issue.
• The ability to give a customer feedback on the root cause of their technical issue and how it will be resolved, all while exhibiting empathy.
• A confident familiarity with current technology inclusive of an understanding of the functionality of wireless networks, cellular data, smart and basic cellular phones, tablets, mobile hotspots, network extenders, modems
• The ability to use client simulator systems to relay detailed information and resolve customer issues, in real time, all while remaining empathetic
• 18 years of age or older
• High School Graduate or GED required
• Ability to complete a pre-employment behavioral assessment and background check.

We also require that you meet the Work At Home requirements listed below: Work at Home Requirements

• Your Work At Home environment must be in a private residence, located at the address listed on your personnel file.
• You must have a fixed location to conduct your work as this position is not portable.
• Your Work At Home office must be a distraction free environment from noise created by other parties.
• Alorica will provide the equipment you need to conduct your work which also includes a web cam. You will be required to consent to being monitored with a web camera provided by Alorica during the times you are accessing the work equipment. You will need to provide an Internet/Broadband Internet Connection - DSL or Cable only. No Satellite, Dial-up or Wireless Internet connections.
• You will also need a Smart Phone to receive security passcodes as needed.

Your workstation must be connected directly to the Internet with proof that your ISP meets a minimum download speed of 10 Mbps and minimum upload speed of 5 Mbps. You can obtain proof through a speed test at - https://my.harver.com/app/landing/5efe3da06fc71c00112dbe74 About Alorica Equal Opportunity Employer - Veterans/Disabled

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.