Job description

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

Your mission (should you choose to accept it) is to offer customer support through the phone and other forms of communication as necessary 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.

Equipment Requirements

• This is a BYOD (Bring Your Own Device) Position.
• You will need a Computer or Laptop that is not older than 3 years old,
• The computer or Laptop must have a processor equivalent to i3, i5, or better
• i3 ( must have a minimum of 2.4 GHz processor speed)
• i5 or better ( must have a minimum of 1.5 GHz speed)
• Must have 8 GB RAM Minimum
• Recommended 10 GB of Free Storage on your device
• USB Headset
• Ethernet cord (Not Wi-Fi)
• Internet Speeds of 10 Mbps down and 5 Mbps up
• Windows 10 or 11
• Chrome (Browser)
• Monitor needs to be 17” or larger ( Dual Monitors are a plus, but not required)
• NO MACBOOKS OR CHROMEBOOKS

TRAINING

• Starts on Tuesdays (Tech Check)
• Typically runs Monday -Friday after the first week.
• 10a-7pm Eastern (9a-6p Cst)
• Training is 100% Attendance (you cannot miss ANY time during the 4 weeks of training)
• First 2 weeks is training and then 2 weeks of Nesting (Hands-on Training)
• Hands-on and Instructor-led Training

Overview of position and Duties

• Empathetic towards customers and their situations
• A Typical call includes assisting a business leader with reconciliations, billing and troubleshooting bank and product issues.
• Talks to customers over the phone and have occasional Email follow-ups with customers to resolve their questions or concerns
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Documents call-related information for auditing and reporting purposes
• Provides feedback on call issues related to downtime and/or training issues
• Upsells to customers as necessary
• HOURS OF OPERATION ARE 9 AM-9 PM EASTERN MONDAY-FRIDAY

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.

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?

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.

Are you ready? Let's do this.

QUALIFICATIONS

Minimum Education & Experience

• Must have a Minimum of 1 year of customer Service Experience
• High School Diploma or GED required; college degree preferred
• Familiarity with Microsoft Windows, Word, and Excel applications
• Strong Computer Navigational Skills
• Empathetic towards customers and their situations
• Phone Related Customer service is a major 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

Work Environment

• Quiet work environment, free of distractions
• Constant usage of phone and computer systems
• 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.

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.

ABOUT ALORICA
Equal opportunity employer – Veterans/Disabled

Job Type: Full-time

Work Location: Remote

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