Position : Client Advocate
Location : 15001 NW 79 CT Miami Lakes, FL 33016
Terms : Full-time
Pay : $18 / 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
- Responds to customer contacts (calls and survey comments) regarding products, product failures, warranties, and retailer-related issues in a non-scripted environment.
- Authorized to decide and implement best course of action to resolve the customer's issue.
- Manages customer case load on an on-going basis to ensure that follow up and case closure is handled in accordance with department standards.
- Makes effective financial decisions related to customer goodwill and Policy Adjustment Request (PAR) on a case-by-case basis to enhance customer loyalty and perception of the company's experience without manager approval of up to $750 per case.
- Makes outbound calls to customers to set follow-up expectations.
- Works with retailers, field staff or departmental liaisons to work towards a resolution for customer.
Qualifications
- High school diploma or GED
- Minimum of 2 years of relevant customer service work experience required.
- Minimum of 2 years of Call center experience.
- Strong computer navigational skills
- Excellent phone skills.
- Ability to demonstrate a high level of service to others.
- Ability to work independently to resolve complex customer issues.
- Ability to clearly communicate complex information through the written or spoken word.
- Excellent negotiation skills and ability to multi-task.
- Excellent conflict resolution, decision-making and creative thinking skills.
- Ability to follow detailed procedures and ensure accuracy.
- Ability to organize and maintain case records.
- Ability to work well in a team environment.
- 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
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