Customer Service Representative II

Company: Alorica
Location: Austin
Posted on: October 17, 2020

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 phone, email, online chat or social media 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.   KEY JOB 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

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.   But please, allow us to entice you further! As an Alorica employee, you may receive:

Paid training

Flexible training schedules

Medical and dental benefits

Paid time off

Paid holiday and sick time

Retirement planning options (401(k))

Employee discounts through client programs

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?     JOB REQUIREMENTS Minimum Education and Experience: High School Diploma or GED required; college degree preferred

Customer service experience a plus

Phone-related customer service a major plus

Familiarity with Microsoft Windows, Word, and Excel applications

Bilingual language skills a 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

WORKING CONDITIONS Work Environment

A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off

Constant usage of phone and computer systems

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.   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.   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. You ready? Let’s do this.

About Alorica:

Equal Opportunity Employer – Veterans/Disabled

Keywords: Alorica, Austin , Customer Service Representative II, Other , Austin, Texas