Alorica HRB 11.20.16 PM in El Paso, Texas



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. And you can choose to work at a site, work from home, stay where you are or transfer to a totally new location.

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.

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


Minimum Education and Experience:

High School Diploma or GED required; graduation from a college with an Associate s degree preferred

Customer service experience

Phone related customer service

Sales experience

Familiarity with Microsoft Windows, Word, and Excel applications

Fluency in Spanish required for LAC agents (preferred)

Other client specific requirements as necessary

Knowledge, Skills and Abilities:

Knowledge of product/procedures

Ability to use phone and computer systems

Customer Service skills

Strong interpersonal skills

Excellent oral and written communication skills

Strong listening/comprehension skills

Ability to stay composed and objective


Mental Acuity



Demonstrate a positive attitude

About Alorica:

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

Job: Call Center

Location: Texas-El Paso

Requisition ID: 114516