Job Description
Remote Customer Solutions Representative
Location “Work at Home
Employment Type: Full-time
Supporting: Telecom Sales and Service
About Us
We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.
As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.
Here's What the Job Really Looks Like
As an Inbound Customer Solutions Representative, you will be the first point of contact for customers seeking assistance with their wireless or telecom services. In this role, you will deliver exceptional customer support by answering incoming calls, resolving inquiries, and providing solutions with empathy and professionalism. You will be assisting customers with a wide range of technical and service related concerns, including issues with calling, texting, network connectivity, slow data, and 5G home internet devices.
Key Responsibilities
- Provide outstanding customer service by responding to inbound calls, assisting with questions regarding service plans, upgrades, added services, and billing.
- Take full ownership of issue resolution while maintaining a professional and positive attitude.
- Perform troubleshooting for mobile devices and networking issues
- Act as an advocate for the customer by listening carefully, showing compassion, and working to resolve concerns with patience and understanding.
- Effectively de-escalate challenging situations while maintaining a calm and positive demeanor.
- identify sales opportunities to enhance customer accounts through additional products or services that enhance the customer experience
- Work collaboratively within a supportive and engaging call center team environment.
- Success in this role requires customer focus, technical aptitude, multitasking ability, problem solving skills, processing accuracy, and adherence to quality and security standards.
Qualifications:
- Candidates must be at least 18 years old, possess a high school diploma or equivalent
- This role requires strong computer literacy, the ability to navigate multiple systems at once
- A passion for helping people and creating a positive customer experience.
- Prior customer service or contact center experience, along with familiarity with telecom products, billing systems, and mobile operating systems, is preferred.
- Strong communication and active listening skills.
- Demonstrate punctuality and reliability, and maintain flexibility to work various shifts including evenings, weekends, and holidays.
What'll Set You Up for Success
Required:
- High school diploma or GED in hand for upload verification at time of interview
- 6+ months of customer service or sales experience preferred
- Work at home environment is in a private residence and matches the address listed on file
- Comfortable working with company-issued equipment such as a webcam if applicable.
- An Internet/Broadband Internet Connection such as DSL or Cable only. We do not accept Satellite, Dial-up or Wireless Internet connections (5G).
- Your workstation must be connected directly to the Internet with proof that your ISP meets a minimum download speed of 10 Mbps and minimum upload speed of 3 Mbps.
For Internal Candidates:
- Must not be on any corrective action or performance plans
- Must have held your current position for 6+ months
- Must have relevant industry/program experience
Location Note: We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Utah, Virginia and West Virginia.
Why Alorica?
Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.
TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.
What We Offer:
- Health, dental, and vision coverage with HSA options
- Paid time off
- Flexible pay options: daily or weekly pay
- 401(k) retirement plan
- Leadership development programs that really grow your career
- Open access courses through Alorica Academy
- Paid training and tuition reimbursement
- Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more
- Employee assistance program for personal and professional support
- Additional voluntary benefits to meet your individual needs
Our Values
Bold – We challenge conventions and take smart risks
Relentless – We deliver results, no matter what it takes
Connected – We work as One Alorica because we're stronger together
True – We show up as our authentic selves, every single day
Ready to Join Us?
If you're looking for a place where your work matters, your voice is heard, and you can build a real career, let's talk.
Apply Today!
Equal Opportunity Employer – Veterans/Disabled
DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.
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