Alorica Lead CSR (Universal coach) in Newport News, Virginia
- GET TO KNOW ALORICA*
At Alorica, 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 tens of thousands of employees in hundreds of locations around the globe.
- JOB SUMMARY*
Your mission (should you choose to accept it) is to provide expert guidance, direction, training and technical support to production and back office personnel. You’ll also be responsible for directing the work of other associates and contributing to their professional development. The Lead Customer Service Representative is our Subject Matter Expert – imagine, getting paid to be a know-it-all!
This is a fast-paced, dynamic position – so only the awesome need apply!
KEY JOB RESPONSIBILITIES*
Assists Supervisors and Managers with coaching, and helps develop new agents or low performers
Monitors and provides agents with feedback on quality using standard coaching methods
Assists in delivering team briefings and huddles
Leads the charge when it comes to achieving performance results, applying new processes and educating others
Maintains Quality Assurance performance standards and strives to meet or exceed account productivity goals
Receives and handles calls
Responds to customer inquiries with the ability to go beyond typical scripted responses
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:
Flexible training schedules
Medical and dental benefits
Paid time off
Paid holiday and sick time
Retirement planning options (401(k))
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?
Minimum Education and Experience:*
High School Diploma or GED required; college degree preferred
2-4 years of experience in related area of experience within the contact center industry
Good attendance record and schedule flexibility required
Excellent oral and written communication skills
Strong listening/comprehension skills
Ability to stay composed and objective
Conversational, patient and confident, with a positive attitude
Bilingual language skills a plus
Knowledge, Skills and Abilities:*
Ability and willingness to assume responsibility for producing desired results through other people
Ability to accomplish multiple tasks of varying priority within allotted time frames
Ability to demonstrate and communicate best practices to others effectively
Strong interpersonal and customer service skills
Excellent customer service skills
Familiarity with Microsoft Windows, Word, and Excel applications
A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
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.
- 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.