Job Description

ONSITE OVERNIGHT POSITION ONLY: MUST RESIDE WITHIN DRIVING DISTANCE TO OUR SARALAND, ALABAMA SITE. 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 Your mission (should you choose to accept it) is to offer phone support for a government client's customers who have questions, concerns or confusion about their account. You're literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply. KEY JOB RESPONSIBILITIES

• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Accountable for routine audits and coordination with business segment
• Continuously remains educated on regulatory changes to ensure proper responses
• Maintains reports to show compliance with government and/or contractual obligations
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues

WHY JOIN ALORICA? Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much - that's why we're so proud of MAKING LIVES BETTER WITH ALORICA, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better...one interaction at a time. And to do that, we need the very best people to join us. But please, allow us to entice you further! As an Alorica employee, you may receive:

• Paid training
• Flexible training schedules
• Medical and dental benefits
• Paid time off
• Paid holiday
• Retirement planning options (401(k))
• Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options - from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed - because when you're at your best, that's when we're at our best. So what do you say? Ready to take the next step? 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 Your mission (should you choose to accept it) is to offer phone support for a government client's customers who have questions, concerns or confusion about their account. You're literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply. KEY JOB RESPONSIBILITIES

• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Accountable for routine audits and coordination with business segment
• Continuously remains educated on regulatory changes to ensure proper responses
• Maintains reports to show compliance with government and/or contractual obligations
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues

WHY JOIN ALORICA? Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much - that's why we're so proud of MAKING LIVES BETTER WITH ALORICA, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better...one interaction at a time. And to do that, we need the very best people to join us. But please, allow us to entice you further! As an Alorica employee, you may receive:

• Paid training
• Flexible training schedules
• Medical and dental benefits
• Paid time off
• Paid holiday and sick time
• Retirement planning options (401(k))
• Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options - from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed - because when you're at your best, that's when we're at our best. So what do you say? Ready to take the next step? JOB REQUIREMENTS MINIMUM EDUCATION AND EXPERIENCE:

• High School Diploma or GED required; college degree preferred
• 1-2 years previous experience supporting government programs in a 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 client product/procedures
• Ability to use phone and computer systems
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Conversational, patient and confident, with a positive attitude WORKING CONDITIONS WORK ENVIRONMENT
• A climate controlled, contact center environment - filled with amazing people, incredible career opportunities and the occasional dance-off
• Constant usage of phone and computer systems PHYSICAL DEMANDS Constant sedentary work. You'll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you. DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. TAKE THE NEXT STEP Let's make lives better. Let's defy the status quo. And let's go beyond thinking outside the box - and decide to obliterate the box instead. You ready? Let's do this.

ABOUT ALORICA Equal opportunity employer - Veterans/Disabled

Company Description

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.