Sr. Customer Service Representative

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Requisition ID: 125349
Job Category: Call Center
Location: United States-Nebraska-Omaha-9910 Maple Street Omaha 68106
Posted Date: 10/3/2017 2:00:45 PM
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 advanced support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service. You will also be called on to assist when a customer wants to escalate a call past the front-line representative – so be ready to tag in!
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
  • Mentors other Customer Service Representatives
  • Tracks call-related information for auditing and reporting purposes
  • Provides feedback reports on call issues related to downtime and/or training issues
  • Answers complex and/or escalated calls from customers in a polite, courteous manner
  • Determines the best way to resolve individual customer concerns and authorize specific policy exceptions.
  • Calmly attempts to resolve and de-escalate any issues
  • Upsells to customer 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
  • Minimum of 1 year of customer service experience
  • 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
  • Strong technology skills
  • Analytical with strong attention to detail
  • Problem-solving ability
  • 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 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.
     
    Equal Opportunity Employer – Veterans/Disabled
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