Alorica 1 Customer Service Representative Harvey Relief in Montgomery, Alabama

  • ROLES AND RESPONSIBILITIES*

    i. Serve as a direct point of contact for individuals registering for federal assistance and seeking relief program referrals through multimodality applications, e.g. phone, live chat, email, and social media. ii. Conduct an interview and/or inquiry with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals. iii. Enter information into FEMA’s Windows-based computer database as required, while following instructions and conducting a scripted interview. iv. Provide phone number and agency referrals as necessary for applicable secondary support organizations and other assistance. v. Perform additional duties assigned based on FEMA’s level of support to the event. Examples include, but are not limited to: Helpline (HL), Rental Resources, Transitional Sheltering Assistance (TSA), Pre-Placement Interviews (PPI), Indexing, National Emergency Family Registry Locator System (NEFRLS) database, and tracking donation offers from the public. vi. Complete all data entry while the individual seeking assistance or information is actively communicating. vii. Attend all scheduled shift meetings to receive event specific information prior to beginning shift. viii. Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications Read, write, and speak English fluently. ix. Have knowledge and experience with personal computers in a Microsoft Windows-based environment.

JOB REQUIREMENTS

* Minimum Education and Experience:*

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

• 1-2 years previous experience in a collections and call center environment, preferred

• Customer service phone related experience

• Familiarity with Microsoft Windows, Word, and Excel applications

• May require client specific bilingual language requirement, as necessary

Knowledge, Skills and Abilities:

• Strong customer service and collections skills

• Excellent interpersonal skills

• Flexibility and versatility in problem analysis and resolution

• Knowledge of product/procedures

• Ability to use phone and computer systems

• Excellent oral and written communication skills

• Strong listening/comprehension skills

• Ability to stay composed and objective

• Working knowledge of dialer functionality and call campaigns

• Working knowledge of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA

Work Environment:

• Constant work performed in a climate controlled, call-center environment

• Constant usage of phone and computer systems

Physical Demands:

• Constant sedentary work