Alorica Clark

Summary

Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience. Maintains and updates records and databases in accordance with prescribed formats and system requirements.

Essential Duties & Responsibilities

 Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice based services.

 Verifies and updates customer information, responds to queries and resolves issues.

 Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards.

 Accurately document and update records and databases in accordance with prescribed formats and required systems.

 Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions.

 Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations.

 Understand all programs, systems, and procedures necessary to perform job effectively.

 Where applicable, communicate with customer to resolve any account questions or inquiries.

 Communicate feedback and progress to management.

 Maintain diplomacy and tact when dealing with upset or escalated calls.

 Escalate customer complaints and/or calls through the appropriate channel to management.

 Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training.

 Knowledge, understanding, and compliance with company policies and procedures.

 Provide feedback to management concerning possible problems or areas of improvement.

 Make recommendations to implement improved processes.

 Perform other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics:

 Ability to maintain the highest level of confidentiality.

 Observe professionalism and integrity in handling calls.

 Proficient personal computer skills, including Microsoft Office.

 Excellent interpersonal, written, and oral communication skills.

 Ability to work in a team fostered environment.

 Ability to work in a multi-tasked environment.

 Ability to prioritize and organize work.

 Ability to adapt to a flexible schedule.