Job Description
$18/HR – Work At Home – Utah Residents ONLY – Customer Service Agent
United States and Salt Lake City, Utah
TRENDING
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 phone support to client specific needs. 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
OTHER RELATED DUTIES
- Escalates calls to supervisor when necessary and appropriate
- Maintains and updates customer information as necessary
- Provides support and assistance as needed
- Up-sells to customer upgrades as necessary
- May perform other client specific duties as necessary and required by program/account
- Other duties as assigned
JOB REQUIREMENTS
Minimum Education and Experience:
- High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
- Customer service experience
- Phone related customer service
- Familiarity with Microsoft Windows, Word, and Excel applications
Knowledge, Skills and Abilities:
- Knowledge of product/procedures
- Ability to use phone and computer systems
- Customer service skills
- Strong interpersonal skills
- Excellent oral and written communication skills
- Strong listening/comprehension skills
- Ability to stay composed and objective
- Patience/empathetic
- Mental Acuity
- Conversational
- Confident/Assertive
- Demonstrate a positive attitude
Work Environment:
- Your Work At Home environment must be in a private residence, located at the address listed on your personnel file.
- You must have a fixed location to conduct your work as this position is not portable.
- Your Work At Home environment must be a distraction free environment from noise created by other parties.
- The work location cannot be in a room occupied during shift hours by anyone else at all including family, friends or pets
- You will not be allowed to work in public environments, temporary accommodations, or community establishments at any time.
- Alorica will provide the equipment you need to conduct your work which also includes a web cam that is used for training and team meetings.
- You will need to provide an Internet/Broadband Internet Connection – DSL or Cable only. No Satellite, Dial-up or Wireless Internet connections.
- Your workstation must be connected directly to the Internet with proof that your ISP meets a minimum download speed of 10 Mbps and minimum upload speed of 5 Mbps.
Physical Demands:
- Constant sedentary work