Assist consumers and customers in setting up service repair for their appliances, check availability of technicians and make appointments for service calls. Provide consumer education to save in-warranty and service contract calls and negotiating and implementing concessions that are in the best interest of the customer and consumer. Utilizing selling techniques and CBR (case base reasoning) to retain and increase the out of warranty business. Requires the ability to analyze data and determine appropriate transfer/processing. Agents on this project are required to demonstrate exceptional customer service and service calls with patience and empathy. Hours of Operation are Mon - Fri, 6:00am – 9:00pm (CST), and Saturday 7:00 am – 7 pm (CST) - Sunday 7:00 am - 5:00 pm (CST).
Agents must be able to commit to working 15 hours per week on average. Each agent must be able to work 4-5 hours on Monday (hours do not need to be done consecutively). In addition, each agent must work 2 Saturdays a month 3-5 hours. Outside of Mondays and Saturdays, most hour availability will be in the afternoons from 12:00-5:00 CST. When a holiday falls on any Monday and operations is closed, all agents will be required to work on Tuesday following the holiday.
This position requires a USB Headset
Training is paid minimum wage for your local area and call taking is $8.50 an hour or minimum wage for your local area, whichever one is higher.
TRAINING WILL BE SELF-PACED.
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.
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; must work a minimum of 10 hours per week; 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
Why Work Here?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.
Every day, we aim to live up to our mission of creating insanely great customer experiences.