JOB SUMMARY

As part of Team Alorica, you'll help our clients by addressing their customers' concerns, providing support, and resolving issues.

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.

As an Alorica employee, you may receive:

• Paid training
• Medical and dental benefits
• Paid time off
• Paid holiday and sick time
• Retirement planning options (401(k))
• Employee discounts through client programs

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

QUALIFICATIONS

• Minimum Education and Experience:
• High School Diploma or GED required
• Customer service experience a plus
• Phone-related customer service a major plus
• Familiarity with Microsoft Windows, Word, and Excel applications
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Conversational, patient and confident, with a positive attitude

Work Environment

• Constant usage of phone and computer systems
• Ongoing usage of phone and computer systems
• Your Work At Home environment must be in a private residence, located at the address listed on your personnel file.
• Alorica will provide the equipment you need to conduct your work which may include a webcam.
• You will need to provide an Internet/Broadband Internet Connection – DSL or Cable only. No Satellite, Dial-up or Wireless Internet connections.
• 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 10 Mbps.
• Must have USB headset

Physical Demands

Constant sedentary work. You’ll typically be sitting for most of the time, so be sure to get up and stretch once in a while. Your circulatory system will thank you.

We are only considering candidates in the following cities in the Clark County area: Blue Diamond, Boulder City, Goodsprings, Henderson, Indian Springs, Laughlin, Mt Charleston, and Nelson

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.