Alorica Alorica-at-Home Customer Service Representative in Virtual, United States

We need agents that can provide excellent customer service assisting customers with placing orders for customers and assisting with service recovery. Service recovery includes answering questions about placed orders, tracking shipments, processing returns, among other things. Agents on this project must demonstrate exceptional customer service skills along with patience and empathy, and must also possess strong computer skills and experience with online shopping.

  • Agents must be available to work a minimum of 15 hours per week during off peak months (Feb-Oct). Peak (Nov-Jan) may have minimum requirements up to 29 hours.

  • Minimum of 5 hours must be worked over the weekend. Representatives must be available to work afternoons, evenings and weekends throughout the year based on higher call volumes during these periods (approx. 3pm-9pm Central during the week and 12pm-9pm Central on weekends).

  • Mandatory days in peak season: Black Friday-Cyber Monday, 23rd & 24th of Dec, 31st Dec, 1st Jan (subject to change).Training is Monday through Friday from February 18th to March 5th from 12pm to 6pm CST. The on the job training is Monday through Friday March 6th to March 15th from 12pm-5pm CST. Training pay is $8.25/hr or minimum wage per state or local area, whichever one is higher. Upon graduating from training, the call taking rate is $9/hr.

Alorica-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.

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