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Alorica - Seasonal Customer Service Representative

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SALARY: $11.00 hr after training 11.00 hr after training $

Description

For this project agents will be responsible for helping customers

For this project agents will be responsible for helping customers who are working on their tax return with both product and software inquiries as well as with tax software questions and calculations. This includes assisting with shopping and buying, downloading and installing, getting started, printing and filing, and light tax 101 segment scopes. Agents will need to apply defined practices, procedure and company policies to appropriately triage, troubleshoot and resolve moderately complex problems that may arise in the course of customer inquiries. Tax experience is not required as training is provided.

While interacting with customers, agents will need to interact with customers using strong written and verbal skills as well as deep customer empathy. Agents should be prepared to assist customers via web cam, and phone. In order to assist callers, agents will be required to use a USB headset . Agents will also be held accountable for several Key Performance Indicators (KPI). These include customer surveys, average handle time, quality, schedule adherence, productivity, quality, as well as achieving first call resolution.

The hours of operation will vary depending on the time of year. While out of season hours will be M-F 7am CT to 7pm CT with some exceptions. While in season hours will change to Sun through Sat 7am CT to 11pm CT.

Agents will be required to work a min of 20-25 hours per week on a set schedule,until we are considered in season at which time the requirement can increase. There will be opportunities to pick up additional hours on top of the set schedules. Set schedules are set by the client. Additionally, agents will be required to work specific days which includes but is not limited to April 15th.

Must wear a solid color collared shirt when working.

Orientation will be Friday 3/13 from 9am-1pm CST

Training will be Monday-Friday (3/16-3/20) from either  8am CT to 4 pm CT, 10am-6pm CT or 12pm-9pm CST with a 30-minute lunch. In training agents will be paid $10.00 per hour. After moving into production agents will be paid $11.00 per hour. 

 

Applicants for this job will be expected to meet the following minimum qualifications: high school or GED required, minimum one year customer service or sales experience required; must be 18 years or older; based on project candidate may be required to meet additional experience/skill requirements; basic computer skills required to include navigation between application and internet sites; ability to pass required background checks; based on project, ability to pass required drug screening; based on project, candidate must score acceptably on job related testing assessments; ability to clearly communicate using a clear, distinct voice; and bilingual in English and Spanish (or other language as defined) may be required for certain projects.

Specific details

Employment Type Full time
Degree High School

Location

United States, North America

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