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Call Center/Customer Service Representative

Company: Alorica
Location: Saint Joseph
Posted on: November 7, 2019

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
Performs routine customer service collections phone support on a client program(s) at call center facility. Work is performed under regular supervision.

JOB RESPONSIBILITIES
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 and/or possible 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

OTHER RELATED DUTIES
Provides support and assistance as needed
May perform other client specific duties as necessary and required by program/account
Other duties as assigned
JOB REQUIREMENTS
Minimum Education and Experience: Bilingual - English and Spanish RequiredHigh School Diploma or GED required; graduation from a college with an Associate s degree preferred
1-2 years previous experience in a collections and call center environment, preferred
Customer service phone related experience
Familiarity with Microsoft Windows, Word, and Excel applications
May require client specific bilingual language requirement, as necessary

Knowledge, Skills and Abilities:
Strong customer service and collections skills
Excellent interpersonal skills
Flexibility and versatility in problem analysis and resolution
Knowledge of product/procedures
Ability to use phone and computer systems
Excellent oral and written communication skills
Strong listening/comprehension skills
Ability to stay composed and objective
Working knowledge of dialer functionality and call campaigns
Working knowledge of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA

Work Environment:
Constant work performed in a climate controlled, call-center environment
Constant usage of phone and computer systems

Physical Demands:
Constant sedentary work

ABOUT ALORICA

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
Associated topics: agent, agente de servicio al cliente, call center specialist, customer care associate, customer service representative, internship, representante de servicio al cliente, service representative, technical assistant, telephone

Keywords: Alorica, Saint Joseph , Call Center/Customer Service Representative, Sales , Saint Joseph, Missouri

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