Alorica
Alorica is the largest minority-owned customer experience (CX) provider, specializing in delivering digital-first, people-centered experiences for some of the world's most respected brands. With over 25 years of industry experience, we have established ourselves as a leader in solving complex customer service challenges across various sectors, particularly healthcare. Our commitment to excellence and innovation has earned us recognition as a Top Place to Work, reflecting our dedication to fostering an inclusive and supportive environment where employees can thrive. We believe that when our team members succeed, our clients and communities benefit as well. Our culture emphasizes authenticity, collaboration, and continuous growth, ensuring that every voice is valued and every contribution makes a difference.
About The Role
As a Customer Service Representative supporting the healthcare sector, you will serve as a vital link between our clients and their customers. Your primary responsibility will be to assist customers through inbound calls, addressing their questions, concerns, and challenges related to healthcare products and services. You will leverage your problem-solving skills and empathetic communication to understand the root of customer issues and provide clear, effective solutions. This role requires a high level of professionalism, patience, and attention to detail, as you will be responsible for recording accurate call information, updating customer records, and identifying opportunities to introduce new or enhanced services that meet individual needs. Your goal is to ensure a positive customer experience that leaves clients feeling valued and supported, ultimately strengthening their trust and loyalty to the brand.
Qualifications
- High school diploma or GED
- Healthcare experience is required
- At least 6 months of customer service experience in a call center environment (preferred)
- Work at home environment in a private residence matching the address on file
- Comfortable working with company-issued equipment such as a webcam (if applicable)
- Reliable broadband internet connection (DSL or Cable only; no Satellite, Dial-up, or Wireless/Wi-Fi connections)
- Minimum download speed of 10 Mbps and upload speed of 3 Mbps, with proof of internet speed
- For internal candidates: must not be on corrective action or performance plans, have held current position for at least 6 months, and possess relevant industry/program experience
- Eligible states include Alabama, Arizona, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, North Carolina, South Carolina, Oklahoma, Tennessee, Texas, Utah, West Virginia, and Virginia
- Guide customers through questions, concerns, or challenges encountered while using healthcare products or services
- Actively listen to understand the underlying issues and provide clear, effective solutions
- Record detailed call information for auditing, reporting, and follow-up purposes
- Maintain and update accurate customer records to ensure current information is available
- Identify opportunities to introduce customers to new or enhanced services that align with their needs
- Provide recommendations and guidance that add value and enhance the overall customer experience
- Adhere to company policies and procedures to ensure compliance and quality standards
- Participate in ongoing training and development activities to improve skills and knowledge
- Company-provided equipment and remote onboarding
- Comprehensive health, dental, and vision coverage with HSA options
- Paid time off and flexible pay options (daily or weekly)
- 401(k) retirement plan with company match
- Leadership development programs and career growth opportunities
- Access to professional and personal development courses via Alorica Academy
- Employee engagement activities and team-building events
- Employee referral bonus program and discounts on groceries, travel, insurance, and more
- Recognition and rewards programs to celebrate achievements
- Employee assistance program for personal and professional support
- Tuition reimbursement and paid training
- Voluntary benefits tailored to individual needs
Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. Our goal is to foster a workplace where everyone feels valued, respected, and empowered to contribute their best.
