Lead Customer Service Representative

Alorica Inc. Newport News , VA 23606

Posted 3 weeks ago

Requisition ID: 148899

Job Category: Call Center

Location: United States-Virginia-Newport News-11008 Warwick Blvd. 23601

Posted Date: 7/26/2019 2:01:28 PM


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.


The CSR Lead performs work in a call center environment providing expert or general guidance / direction, training and technical assistance to production and support personnel as well as directs the work of other associates and contributes to their professional development. Work is performed under general supervision. The CSR Lead functions as the Subject Matter Expert, providing quality customer service and / or sales in a professional and polite manner with the intent of providing customer satisfaction and retention and meeting program goals. .


  • Receives and handles calls

  • Responds to customer inquiries that go beyond typical scripted responses

  • Handles inquiries with complete knowledge of product/service or appropriately researches information and/or makes proper referrals

  • Provides immediate feedback to customers problems/concerns using proper telephone etiquette

  • Attends scheduled meetings as required by the Team Manager

  • Assists Supervisor/Manager with coaching and development of new agents or low performers to increase productivity and performance

  • Monitors and provides agents with feedback on quality using standard coaching methods

  • Assists in delivering team briefings and huddles

  • Makes attempts to resolve issues and deescalate issues from dissatisfied customers

  • Assumes responsibility (leads) for producing desired performance results

  • Takes the lead in applying new processes and teaching them to others

  • Supports Team Manager with reporting requirements


  • May perform other specific duties as necessary and required by program/account

  • Maintain Quality Assurance Performance Standards

  • Strive to meet or exceed productivity goals

  • Maintains and updates customer information as necessary


Minimum Education and Experience:

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

  • Generally 2 4 years of experience in related area of responsibility in the call center industry

  • Considerable knowledge of product/procedures

  • Minimum of six (6) months of experience on the specific program/account

  • Fluency in program specific language

  • Good attendance and flexibility required

  • Other client specific requirements as necessary

Knowledge, Skills and Abilities:

  • Knowledge of Microsoft Word, Excel (or similar Windows based software)

  • 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

  • Must be able to demonstrate and communicate best practices to others effectively

  • Strong interpersonal and customer service skills

  • Excellent oral and written communication skills

Work Environment:

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

  • Constant usage of phone and computer systems

Physical Demands:

  • Constant sedentary work

  • Standing and walking within a limited range for extended periods


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.

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Lead Customer Service Representative

Alorica Inc.