Alorica-at-Home Bilingual Customer Service Representative

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Requisition ID: 129364
Job Category: Work at Home Agents
Location: United States-Virtual-Virtual-Work at Home
Posted Date: 1/30/2018 2:02:16 PM
We are looking for self-starting, enthusiastic agents to join our work at home team!
Assist consumers and customers in setting up service repair for their appliances, check availability of technicians and make appointments for service calls. Provide consumer education to save in-warranty and service contract calls and negotiating and implementing concessions that are in the best interest of the customer and consumer. Utilizing selling techniques and CBR (case base reasoning) to retain and increase the out of warranty business.   Requires the ability to analyze data and determine appropriate transfer/processing.  Requires in depth knowledge of GEA products plus complete skills. Agents on this project are required to demonstrate exceptional customer service and service calls with patience and empathy.  Hours of Operation are Mon - Fri, 6:00am – 9:00pm (CST), and Saturday 7:00 am – 7 pm (CST)  - Sunday 7:00 am - 5:00 pm (CST). Training is paid minimum wage for your local area and call taking is $8.50 an hour or minimum wage for your local area, whichever one is higher.
Agents on this project will be required to take English calls up to 70% of the time they are on the phone as well as service Spanish callers.
Our main key performance indicator is  Out of Warranty conversion (90%)  Conversion is based on our ability to book service for a customer with an Out of Warranty appliance.  Each agent must be able to work 4-5 hours on Monday (hours do not need to be done consecutively).  When a holiday falls on any Monday and operations is closed, all agents will be required to work on Tuesday following the holiday.
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Applicants must be bilingual in both Spanish and English.  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; must work a minimum of 10 hours per week; 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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