Customer Service Representative

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.

Alorica is currently seeking bright, motivated individuals to join our valued team of Representatives. We are looking for passionate and results oriented Customer Support personnel to create insanely great customer experiences.

* Responds to requests and calls from customers related to client specific programs and products * Identifies and responds to customer’s needs based on designated procedures of account/client * Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients * Escalates calls to supervisor when necessary and appropriate * Responds to requests for assistance while on-rent, including extensions, directions, vendor calls, processing of credit card authorizations * Tracks call related information of each call received for auditing and reporting purposes * Provides feedback reports on call issues related to downtime and/or training issues * Escalates calls to supervisor when necessary and appropriate * Maintains and updates customer information as necessary * Provides support and assistance as needed * Up-sells to customer upgrades as necessary * May perform other client specific duties as necessary and required by program/account. * Other duties as assigned

**Minimum Education and Experience:** * High School Diploma or GED required; * Graduation from a college with an Associate’s degree preferred not required * Customer service experience * Phone related customer service * Sales experience * Familiarity with Microsoft Windows, Word, and Excel applications * Fluency in Spanish required for LAC agents (preferred) * Other client specific requirements as necessary **Knowledge, Skills and Abilities:** * Knowledge of product/procedures * Ability to use phone and computer systems * Customer Service skills * Strong interpersonal skills * Excellent oral and written communication skills * Strong listening/comprehension skills * Ability to stay composed and objective * Patience/empathetic * Mental Acuity * Conversational * Confident/Assertive * Demonstrate a positive attitude