Content Moderator | Non-Voice
JOB SUMMARY
Your mission (should you choose to accept it) is to provide online and offline back-office support for the site – basically, everything that needs to happen off the phone starts with you!
You’ll be supporting the efforts of the contact center, and delivering insanely great administrative service.
KEY JOB RESPONSIBILITIES
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Provides back office support to customer service representatives by assisting with processes, answering questions, doing research and handling any other detailed or extensive customer issues for inbound customer calls
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Data entry
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Identifies the processes and methods that make the most effective responses for customers
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Accountable for meeting daily, weekly and monthly goals for current projects and responsibilities
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Responds to requests for assistance and/or possible processing of credit card authorizations
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Provides feedback reports on call issues related to downtime and/or training issues
Works on special projects as requested
WHY JOIN ALORICA?
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.
Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
But please, allow us to entice you further! As an Alorica employee, you may receive:
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Paid training
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Flexible training schedules
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Medical and dental benefits
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Paid time off
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Paid holiday
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Retirement planning options (401(k))
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Employee discounts through client programs
Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at our best.
So what do you say? Ready to take the next step?
Qualifications
JOB REQUIREMENTS
Minimum Education and Experience:
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High School Diploma or GED required; college degree preferred
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1-2 years’ previous experience in a receivables management, collections and contact center environment, preferred
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Customer service experience a plus
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Phone-related customer service a major plus
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Familiarity with Microsoft Windows, Word, and Excel applications
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Bilingual language skills a plus
Knowledge, Skills and Abilities:
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Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
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Knowledge of phone dialer functions and call campaigns
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Understanding of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA), Unfair, Deceptive, or Abusive Acts, or Practices (UDAAP)
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Negotiation skills and assertiveness
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Ability to use phone and computer systems
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Excellent oral and written communication skills
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Strong listening/comprehension skills
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Ability to stay composed and objective
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Patience/empathy
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Flexibility and versatility in problem analysis and resolution
WORKING CONDITIONS
Work Environment
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A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
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Constant usage of phone and computer systems
Physical Demands
Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.
TAKE THE NEXT STEP
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.
