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Inbound Call Center

Alorica Universal City (IH-35 & Pat Booker Rd)
Universal City, Texas, United States
November 27, 2016


Alorica is one of the biggest companies you’ve never heard of. 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 over 90,000 employees in more than 100 locations around globe.

Working at Alorica means having the freedom to explore all kinds of career opportunities. You can choose from several positions – customer service, tech support, management – serving a wide variety of clients in healthcare, insurance, finance and consumer technology.

Alorica offers fun, challenging opportunities for personal and professional development. We want you to have fun and succeed, because when you’re at your best, that’s when we’re at our best.

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.

Inbound Call Center Associates (IH-35 & Pat Booker Rd) - Universal City

Job Summary:

Performs routine customer service phone support to client specific needs. Work is performed under regular supervision.

Job Functions:

Inbound or outbound call-center customer service 85%

Data collection/maintenance 10%

Customer information data maintenance 5%

Key Job Responsibilities:

Responds to requests and calls from customers related to client specific programs and products

Identifies and responds to customer’s needs based on designated procedures of account/client

Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients

Escalates calls to supervisor when necessary and appropriate

Responds to requests for assistance and/or possible processing of credit card authorizations

Tracks call related information of each call received for auditing and reporting purposes

Provides feedback reports on call issues related to downtime and/or training issues

Other Related Duties:

Escalates calls to supervisor when necessary and appropriate

Maintains and updates customer information as necessary

Provides support and assistance as needed

Up-sells to customer upgrades as necessary

May perform other client specific duties as necessary and required by program/account

Other duties as assigned