Alorica-at-Home Customer Service Representative

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Requisition ID: 131786
Job Category: Work at Home Agents
Location: United States-Virtual-Virtual-Work at Home
Posted Date: 4/3/2018 9:02:42 PM
We need agents that can provide excellent customer service assisting customers with placing orders for customers and assisting with service recovery. Service recovery includes answering questions about placed orders, tracking shipments, processing returns, among other things.  Agents on this project must demonstrate exceptional customer service skills along with patience and empathy, and must also possess strong computer skills and experience with online shopping. Agents must be available to work 15 hours per week between the hours of 10am-8pm CST. Agent can work up to 29 hours per week. A minimum of 5 hours must be worked over the weekend. Mandatory days during the peak season: Black Friday, Cyber Monday, December 23rd, December 24th, December 31st, and January 1st. Training is Monday through Friday May 7th to May 22nd from 9am to 3pm CST. The on the job training is Monday through Friday, May 23rd through June 1st,  you will be scheduled for 4.5 hour schedules between 10:30 am and 8 pm CST . Training pay is $8.25/hr or minimum wage per state or local area, whichever one is higher. Upon graduating from training, the call taking rate is $9.00/hr.
Alorica-at-Home Agents are responsible for receiving and processing various incoming phone calls for numerous clients in accordance with policies, procedures, quality standards, and federal laws and regulations. Additional responsibilities pertaining to call and sales function are (but are not limited to):
•Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.
•Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations.
•Successfully complete initial on-the-job training, as well as any new product or on-going training.
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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;  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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