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Work at Home CS Associate (Full & Part Time) | Convergys | Idaho Falls, ID
MUST RESIDE IN IDAHO FOR THIS POSITION. YOU ALSO MUST RESIDE AT LEAST
35 MILES OUT OF POCATELLO. THIS POSITION WILL REQUIRE THAT YOU TRAIN AT
THE SITE IN POCATELLO FOR 3 WEEKS AFTER WHICH YOU WILL BE TELECOMMUTING
FROM HOME.
Convergys is currently hiring for full-time and part-time Customer
Service Associates.
Customer Service Associates > Contact Center
We're Convergys, we build relationships that create stronger, more
effective, and more profitable connections between our leading clients
and their customers. And we're better at what we do than anyone else. If
you can relate, we think it's time to talk.
Dimension & Scope:
Interface with customers via inbound or outbound calls or the Internet
for the purpose of resolving routine problems with products or services.
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.
- Occasionally use decision-support tools to answer questions.
- Solve problems that are sometimes unstructured and that may require
reliance on conceptual thinking. Offer solutions to issues that are
often non-standard/non- routine and require some clarification.
- Maintain broad knowledge of client products and services.
Education & Professional Certifications:
High school diploma or GED.
Candidate Profile:
Must reside in Idaho and be able to come into center for training (1st
week @ home, 2nd week in-house, 3rd week @ home, 4th & 5th week
in-house.)
Applicant must reside at least 35 miles outside of Pocatello, ID for
elgibility.
- 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.
JOB REQUIREMENTS:
- Must be flexible with the ability to adapt to
changes
quickly and think conceptually.
- Possess insight into self and others.
- Solid problem solving skills.
- Some technical knowledge.
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.
Special Considerations:
- Call ownership - one call resolution
- Ability to provide the customer satisfaction while adhering to
policy and procedure
- Product knowledge
- Courtesy blended with empathy and understanding
The MOST SUCCESSFUL agents within this program generally possess:
- Extensive customer interaction/soft skill experience, with emphasis
on closing sale opportunities
- Ability to develop customer rapport and overcome objectives
- Thorough knowledge of client products, services, and systems
- Teamwork orientated, with mentoring skills and a willingness to help others
- Excellent communication skills and excellent attention to details
- Best practices for goal-setting within a goal-oriented sales program
- Tolerance for repetitive work in a fast-paced, high production work environment
- Personal attributes that include reliability, professionalism,
ability to work independently, positive attitude, and ability to remain calm in
To apply for this position, please copy and paste the following link
into your browser address bar:
http://conver.contacthr.com/17924173
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