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Customer Service Associate | Convergys | Salt Lake City, UT
Dimension & Scope:
Interface with customers via inbound or outbound calls or the Internet
for the purpose of passively (i.e. order taking) or actively selling
products and services. Responsibilities include processing customer
orders and sales providing and receiving various information, up-selling
client products, plus handling miscellaneous customer service and
general information calls via the phone or Internet.
Principal Duties and Responsibilities:
Greet customers in a courteous, friendly, and professional manner using
agreed upon procedures. Listen attentively to customer needs and
concerns; demonstrate empathy. Clarify customer requirements; probe for
and confirm understanding of requirements or problem. Meet customer
requirements through first contact resolution. Confirm customer
understanding of the solution and provide additional customer education
as needed. Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure
high quality and timely expedition of customer requests. Effectively
transfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the
customer and/or improve productivity. Participate in activities
designed to improve customer satisfaction and business performance.
Place and/or receive customer inquiries that may require deviation from
a script or sales flow process. Provide answers and/or advice to
customers based on their particular requirements and customer profile.
Update customer records. Troubleshoot, research and analyze customer
problems with installation, billing, service upgrades/downgrades and
disconnects. Conduct needs-based selling by using non-scripted probing
techniques to determine customer needs and to offer the most appropriate
product or service to address their needs. Maintain broad knowledge of
products, pricing, promotions, procedures, and other important issues
through management communications, meetings, client focus groups, and
formal training.
Education & Professional Certifications:
High school diploma or equivalent experience.
Candidate Profile:
Knowledge of basic computer operations. Willingness to rotate shifts,
as needed. Ability to learn. Courteous with strong customer service
orientation. Dependable with proficient attention to detail. Good
listening and responding skills. Possess a drive to achieve as well as
insight into self and others. Good sales skills with the ability to be
flexible.
Environment, Physical & Other Requirements:
Ability to perform light hand activity work at a computer/telephone
station in an office environment. Position is primarily sedentary. May
stretch or stand at workstation for short periods at employee''s option,
as long as such activity does not detract from the employee''s work, or
interfere with other employees.
To apply for this position, please copy and paste the following link
into your browser address bar:
http://conver.contacthr.com/16524517
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