Customer Care Specialist

Position : Customer Care Specialist

Location : 15001 NW 79 CT Miami Lakes, FL 33016

Terms : Full-time

Pay : $15 / hr

Join Team Alorica

At Alorica, we’re redefining what it means to be a global leader in customer service and experience one interaction at a time.

With Alorica-at-home and locations in 18 countries around the world, we offer endless career opportunities from customer service, training, and tech support, to management, recruiting, and more.

And we’re proud to say over 70% of our leaders are promoted from within!

But that’s not all we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with Alorica (MLBA).

MLBA is our award-winning, in-house non-profit charity that’s focused on empowering people through mission-focused work.

Job Summary

As part of Team Alorica, you'll help our clients by addressing their customers' concerns, providing support, and resolving issues.

Responsibilities

• Answer a wide variety of customer / client requests or inquiries concerning services, products, and report problem areas.
• Adhere to call disclosure and verification processes.
• Utilize various systems and tools to assist and service customers.
• Continually maintain working knowledge of company products, services, and promotions.
• Make recommendations according to the customer's needs.
• Utilize operational systems to process purchases of products and services.
• Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.
• Handle customer escalations which may include office of the president, regulatory agencies, and social media escalations as directed by management.
• Exhibit in-depth knowledge of products, services, rate plans, feature bundles, and offer to provide best solution options and totally resolve customer issues.
• Demonstrate proficiency in billing and technical matters to efficiently assist customers and resolve issues / escalations.
• Troubleshoot and resolve customer impacting issues.
• Coordinate effectively with other departments as needed to resolve customer issues.
• Communicate effectively and professionally, both verbally and in writing.
• Ensure work area is maintained in a clean and professional environment.
• Protect Company's equipment, systems, and information from theft and unauthorized access (visitors, etc.) and from damage due to carelessness or neglect (i.

e. spills, food, etc.).

• Protect customer sensitive and proprietary information at all times.
• Develop a proven track record of resolving issues and retaining customers.
• Communicate effectively, professionally, and timely to regulatory agencies as required per service level agreements.
• Identify, track, and trend issues to assist in root cause elimination and reduction in escalations.
• Engage virtually, including via Webcam as requested, with management as needs of the business require.

Qualifications

• High school diploma or GED
• Customer service experience
• Call center experience is a plus
• Strong computer navigational skills
• Familiarity with Microsoft Office applications (Word, Excel)
• Excellent oral and written communication skills
• Exceptional listening / comprehension skills
• Professional and courteous
• Customer oriented

Work Environment

• Regular work performed in a climate-controlled, call-center environment
• Ongoing usage of phone and computer systems

Physical Demands

Constant sedentary work

Benefits

• Health, dental, and vision coverage / HSA
• Optional daily pay or weekly pay
• 401K retirement plan
• Leadership programs
• Paid training and tuition reimbursement
• Employee discounts program including but not limited to groceries, travel, insurance, phone plans, health and wellness, and pet supplies
• Employee assistance program
• Additional voluntary benefits
30+ days ago