Alorica Alorica-at-Home Customer Service Representative in Virtual, United States
We are looking for self-starting, enthusiastic agents to join our work at home team!
We need agents that can provide excellent customer service assisting customers with questions regarding their Flexible Spending Arrangements (FSA) for healthcare or Dependent Care related claims and eligibility. Some common questions will be: “What is my balance?” “How do I submit a claim?” and “Why was my claim not paid?” Agents should be comfortable with working between multiple web based systems to research customer questions and be able to provide great customer service skills while educating the customer in a way that they will understand.
Training will be Monday through Friday from 8:00AM to 3:00PM Central Standard Time (CST) beginning December 10th and lasts 3 weeks (12/10 to 12/28), with an additional 1-2 hours of self-paced training each day, must be completed immediately after class. There will be no training on 12/24 or 12/25. 100% attendance during training is mandatory - if you miss a day there is no opportunity to make up the session and you may be removed from the program.
Upon completion of training, you MUST be able to commit to 20-25 hours per week on a _set schedule_. Production hours of operation are Monday through Friday, 7AM to 7PM CST and Saturday, 9AM to 2PM. However, due to business needs, you must be available to work Mondays. Mandatory days- January 2nd-4th. January is the busiest time and no time off will be allowed.
Pay- pay rate for training and call taking will be $8.50 per hour or minimum wage per your state or local area whichever is higher.
Work At Home Agents are responsible for receiving and processing various incoming phone calls for numerous clients in accordance with policies, procedures, quality standards, and federal laws and regulations. Additional responsibilities pertaining to call and sales function are (but are not limited to):
•Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.
•Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations.
•Successfully complete initial on-the-job training, as well as any new product or on-going training.
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Applicants for this job will be expected to meet the following minimum qualifications: high school or GED required, minimum one year customer service or sales experience required; must be 18 years or older; based on project candidate may be required to meet additional experience/skill requirements; basic computer skills required to include navigation between application and internet sites; ability to pass required background checks; based on project, ability to pass required drug screening; based on project, candidate must score acceptably on job related testing assessments; ability to clearly communicate using a clear, distinct voice; and bilingual in English and Spanish (or other language as defined) may be required for certain projects.
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, Alorica At Home Agents may be asked to perform other duties as required. Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.
EEO/AAP Employer-Minorities/Women/Disabled/Protected Veterans
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