BASIC FUNCTION
Responsible for receiving and processing incoming phone calls for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards and applicable laws and regulations.
MAJOR JOB ACCOUNTABILITIES
Customer Care and Technical Job Functions
Connect with customers in order to help resolve and find solutions to customer issues of a general and/or technical nature while ensuring adherence to corporate and department policies and procedures
Collect information, investigating issues, or diagnosing and troubleshoot problems
Research and resolve issues within the scope of responsibility
Obtain, enter, and verify customer information in designated systems
Document customer notes with clear, concise explanations in a timely and accurate manner
Maintain established quality and completed calls per hour goals while supporting Company goals and objectives
Maintain excellent product knowledge
General Associate Job Responsibilities -
Exercise exceptional customer service skills in an effort to optimize each contact with the customer
Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
Assist in resolving routine program quality issues by identifying issues and researching in a timely manner
Maintain required documentation in an accurate and timely manner using established systems
Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls
Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
Related Duties as Assigned
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, job incumbents 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
Please contact your local Employee Relations representative to request a review of any such accommodations.
Qualifications
Education
Must meet minimum age requirement for project and/or location of project
Additional education may be required based on individual projects and/or locations
Experience
Candidates need to meet the experience requirements for specific program
Other
Based on Project and/or Location of Project the following may be required.
Ability to pass standardized interview
Score acceptably on job related testing assessments
Ability to work flexible schedules, which may include working at least one weekend day
Ability to clearly communicate using a clear, distinct voice
Based on program may need to be bilingual in English, Spanish, French, etc.
Present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations in order to meet client requirements and bring customer issue to resolution
CORE COMPETENCIES
Problem Solving and Decision Making:
*Identifies and analyzes problems and finds solutions to them. Isolates problem areas and uses appropriate techniques to solve them.
*Is able to handle customer concerns with minimal assistance.
*Is able to escalate problems to supervisors and managers appropriately.
*Possesses good business sense and judgment to be able to resolve customer concerns on the spot.
*Always follows up as necessary and keeps the customer informed of the situation.
Attention to Detail & Multi-Tasking:
*Has the ability to quickly and accurately scan for errors; relates to visual, numerical, and verbal data; also relates to generating and transmitting error-free products and work.
*Is capable of devoting optimal attention to a task or project to ensure it is completed to the highest quality standards. Is able to simultaneously manage several tasks/activities efficiently and effectively, using available resources and time constraints, and to achieve objectives in a timely, cost-effective manner with the highest-quality delivery possible
Planning & Organizing Work:
*Ability to schedule resources and one's own time in order to accomplish a goal; can include both short and long term schedules.
*Organizes work tasks to maximize quality and completeness.
Basic Computer Knowledge & Orientation Toward Technology:
*Possesses basic computer knowledge and technological skills, including the ability to use search tools, browsers, and email programs.
*Also expresses an interest in and willingness to learn new technology.
Basic and Applied Mathematical Skills:
*Possesses the ability to add, subtract, multiply, and divide, in support of work activities.
Willing to Learn:
*Rapidly absorbs new information. Learns, remembers and applies new techniques or procedures.
*Is curious to learn new things and ways of doing the job.
* Delights in sharing best practices with others.
Communication Skills:
*Communicates in a clear and convincing manner using oral and written forms.
*Is able to read, interpret, and apply written directions and guidelines.
*Listens attentively and ensures understanding of what is being said.
Customer Service Orientation:
*Welcomes and acknowledges each customer with a sense of urgency and provides the customer with their full attention.
*Engages customers to identify their needs, address their issues, meet their expectations, and ensure their satisfaction.
*Always tries to help and assist the customer in a polite, respectful, and friendly manner.
*Challenges oneself to find new and innovative ways to enhance the customer experience.
*Acts as a trusted adviser to customers by offering products and services that truly meet their identified needs.
Understanding and Negotiating with Others:
*Identifies with and understands the feelings, thoughts, and attitudes of customers and co-workers. *Treats others with dignity and respect. Keeps the customer's or client's best interest at the heart of all decisions.
*Effectively works with customers and co-workers alike to produce agreement on a course of action or on outcomes that satisfy various interests; understands the other party's motives and tactics and strives to achieve a positive result for all parties involved.
*Is able to substantially influence the thoughts and actions of others; consistently convinces others to embrace a particular position or viewpoint, and/or to take a specific course of action.
Openness to Feedback and Adaptability:
*Is always open to providing and receiving constructive feedback to/from others.
*Demonstrates the capacity to readily change actions, opinions or behavior based upon feedback from teammates and leaders.
*Is able to successfully adjust/adapt his/her approach when faced with multiple demands, shifting priorities, or rapid change; handles ambiguity well.
Personal Stability:
*Remains controlled in the face of pressure, complaints or failure; has the ability to think rationally and logically despite considerable pressures.
*Copes well with setbacks.
*Is thick-skinned when dealing with irritable customers or co-workers.
Integrity and Adherence to Policies and Procedures:
*Is a trusted associate with confidential information, goods, and products.
*Models the appropriate behaviors for others in the organization.
*Keeps confidences, admits mistakes, and does not misrepresent him/herself for personal gain.
*Can monitor self-activities and will do what was promised.
*Will admit mistakes.
*Always follows procedures and appropriate policies to minimize risks.
Conscientious & Dependable:
*Is committed to achieving and maintaining high work standards.
*Takes personal pride in the quality and output of work.
*Looks for ways to improve existing work processes.
*Is responsible and reliable.
*Shows up to work on time and when required.
*Is available to work when needed and rarely misses scheduled work time.
Applications will be accepted through 10/31/2015.
Alorica offers a comprehensive benefits program designed to support the health, wellness and financial security of our employees, from full medical coverage to generous paid holidays and vacations. Alorica’s benefits program is a vital component of your total compensation package, providing a firm foundation for today and ensuring you and your family a healthier, brighter tomorrow.
Employment with Alorica is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.
Responsible for receiving and processing incoming phone calls for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards and applicable laws and regulations.
MAJOR JOB ACCOUNTABILITIES
Customer Care and Technical Job Functions
Connect with customers in order to help resolve and find solutions to customer issues of a general and/or technical nature while ensuring adherence to corporate and department policies and procedures
Collect information, investigating issues, or diagnosing and troubleshoot problems
Research and resolve issues within the scope of responsibility
Obtain, enter, and verify customer information in designated systems
Document customer notes with clear, concise explanations in a timely and accurate manner
Maintain established quality and completed calls per hour goals while supporting Company goals and objectives
Maintain excellent product knowledge
General Associate Job Responsibilities -
Exercise exceptional customer service skills in an effort to optimize each contact with the customer
Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
Assist in resolving routine program quality issues by identifying issues and researching in a timely manner
Maintain required documentation in an accurate and timely manner using established systems
Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls
Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
Related Duties as Assigned
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, job incumbents 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
Please contact your local Employee Relations representative to request a review of any such accommodations.
Qualifications
Education
Must meet minimum age requirement for project and/or location of project
Additional education may be required based on individual projects and/or locations
Experience
Candidates need to meet the experience requirements for specific program
Other
Based on Project and/or Location of Project the following may be required.
Ability to pass standardized interview
Score acceptably on job related testing assessments
Ability to work flexible schedules, which may include working at least one weekend day
Ability to clearly communicate using a clear, distinct voice
Based on program may need to be bilingual in English, Spanish, French, etc.
Present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations in order to meet client requirements and bring customer issue to resolution
CORE COMPETENCIES
Problem Solving and Decision Making:
*Identifies and analyzes problems and finds solutions to them. Isolates problem areas and uses appropriate techniques to solve them.
*Is able to handle customer concerns with minimal assistance.
*Is able to escalate problems to supervisors and managers appropriately.
*Possesses good business sense and judgment to be able to resolve customer concerns on the spot.
*Always follows up as necessary and keeps the customer informed of the situation.
Attention to Detail & Multi-Tasking:
*Has the ability to quickly and accurately scan for errors; relates to visual, numerical, and verbal data; also relates to generating and transmitting error-free products and work.
*Is capable of devoting optimal attention to a task or project to ensure it is completed to the highest quality standards. Is able to simultaneously manage several tasks/activities efficiently and effectively, using available resources and time constraints, and to achieve objectives in a timely, cost-effective manner with the highest-quality delivery possible
Planning & Organizing Work:
*Ability to schedule resources and one's own time in order to accomplish a goal; can include both short and long term schedules.
*Organizes work tasks to maximize quality and completeness.
Basic Computer Knowledge & Orientation Toward Technology:
*Possesses basic computer knowledge and technological skills, including the ability to use search tools, browsers, and email programs.
*Also expresses an interest in and willingness to learn new technology.
Basic and Applied Mathematical Skills:
*Possesses the ability to add, subtract, multiply, and divide, in support of work activities.
Willing to Learn:
*Rapidly absorbs new information. Learns, remembers and applies new techniques or procedures.
*Is curious to learn new things and ways of doing the job.
* Delights in sharing best practices with others.
Communication Skills:
*Communicates in a clear and convincing manner using oral and written forms.
*Is able to read, interpret, and apply written directions and guidelines.
*Listens attentively and ensures understanding of what is being said.
Customer Service Orientation:
*Welcomes and acknowledges each customer with a sense of urgency and provides the customer with their full attention.
*Engages customers to identify their needs, address their issues, meet their expectations, and ensure their satisfaction.
*Always tries to help and assist the customer in a polite, respectful, and friendly manner.
*Challenges oneself to find new and innovative ways to enhance the customer experience.
*Acts as a trusted adviser to customers by offering products and services that truly meet their identified needs.
Understanding and Negotiating with Others:
*Identifies with and understands the feelings, thoughts, and attitudes of customers and co-workers. *Treats others with dignity and respect. Keeps the customer's or client's best interest at the heart of all decisions.
*Effectively works with customers and co-workers alike to produce agreement on a course of action or on outcomes that satisfy various interests; understands the other party's motives and tactics and strives to achieve a positive result for all parties involved.
*Is able to substantially influence the thoughts and actions of others; consistently convinces others to embrace a particular position or viewpoint, and/or to take a specific course of action.
Openness to Feedback and Adaptability:
*Is always open to providing and receiving constructive feedback to/from others.
*Demonstrates the capacity to readily change actions, opinions or behavior based upon feedback from teammates and leaders.
*Is able to successfully adjust/adapt his/her approach when faced with multiple demands, shifting priorities, or rapid change; handles ambiguity well.
Personal Stability:
*Remains controlled in the face of pressure, complaints or failure; has the ability to think rationally and logically despite considerable pressures.
*Copes well with setbacks.
*Is thick-skinned when dealing with irritable customers or co-workers.
Integrity and Adherence to Policies and Procedures:
*Is a trusted associate with confidential information, goods, and products.
*Models the appropriate behaviors for others in the organization.
*Keeps confidences, admits mistakes, and does not misrepresent him/herself for personal gain.
*Can monitor self-activities and will do what was promised.
*Will admit mistakes.
*Always follows procedures and appropriate policies to minimize risks.
Conscientious & Dependable:
*Is committed to achieving and maintaining high work standards.
*Takes personal pride in the quality and output of work.
*Looks for ways to improve existing work processes.
*Is responsible and reliable.
*Shows up to work on time and when required.
*Is available to work when needed and rarely misses scheduled work time.
Applications will be accepted through 10/31/2015.
Alorica offers a comprehensive benefits program designed to support the health, wellness and financial security of our employees, from full medical coverage to generous paid holidays and vacations. Alorica’s benefits program is a vital component of your total compensation package, providing a firm foundation for today and ensuring you and your family a healthier, brighter tomorrow.
Employment with Alorica is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.