Remote Customer Solutions Representative

Alorica Inc.; Arkansas; Remote; USD 32,000 - 52,000; Full time

Job summary

Alorica Inc. is seeking a Remote Customer Solutions Representative to be the first point of contact for wireless and telecom customers.

You will handle inbound calls, resolve inquiries, and provide solutions with empathy and professionalism. This role emphasizes technical aptitude, strong communication, and a customer-first mindset, with opportunities to upsell services while upholding security and quality standards.

Qualifications

• At least 18 years old with a high school diploma or GED.
• Strong computer literacy; able to navigate multiple systems.
• Passion for helping people and creating positive experiences.
• Prior customer service or contact center experience preferred.
• Excellent communication and active listening skills.
• Flexible to work evenings, weekends, and holidays.

Responsibilities

• Respond to inbound calls and assist with questions on service plans, upgrades, billing.
• Take ownership of issue resolution with professionalism.
• Troubleshoot mobile devices and networking issues.
• Advocate for customers; listen with empathy and resolve concerns.
• De-escalate challenging situations calmly.
• Identify sales opportunities to enhance accounts with additional products or services.
• Collaborate within a call center team environment.
• Maintain quality and security standards.

Skills

Customer service

Communication

Technical troubleshooting

Multitasking

Computer literacy

Active listening

Education

High school diploma or GED

Tools

Billing systems

CRM systems

Mobile OS knowledge

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