Customer Service Representative

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Requisition ID: 121484
Job Category: Call Center
Location: Guatemala-Guatemala-Guatemala
Posted Date: 2/2/2018 12:23:34 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 collections, 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 provide collections/receivables management phone support for one or more clients at our contact center facility. In this role, you will be assisting customers with making outstanding payments for clients. You’ll be acting as a consultant to the customer, empathizing with their situation, encouraging and educating them, and offering assistance and payment options.

A strong relationship between our clients and their customers starts with you – so only the awesome need apply!

KEY JOB RESPONSIBILITIES

  • Handles various incoming and outgoing collections-focused phone calls
  • Resolves customer questions, complaints and collections inquiries in a professional, helpful manner
  • Connects with existing and potential customers and aims to resolve inquiries related to receivables management
  • Utilizes computer system to verify and document customer requests
  • Talks to customers over the phone 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

JOB REQUIREMENTS

Minimum Education and Experience:

  • High School Diploma or GED required; college degree preferred
  • 1-2 years’ previous experience in a receivables management, collections and contact center environment, 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
  • Knowledge of phone dialer functions and call campaigns
  • Understanding of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA), Unfair, Deceptive, or Abusive Acts, or Practices (UDAAP)
  • Negotiation skills and assertiveness
  • Ability to use phone and computer systems
  • Excellent oral and written communication skills
  • Strong listening/comprehension skills
  • Ability to stay composed and objective
  • Patience/empathy
  • Flexibility and versatility in problem analysis and resolution

 

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