Job Description
Customer Service Sales Associate
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Requisition ID
24412
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Full/Part Time
Full Time
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Location
Lake Mary, FL
You are applying for a call center position in Lake Mary, FL that requires full flexibility with afternoons, nights and weekends. You must have a minimum of one year sales and/or customer service experience working with customers either face to face or by phone. When completing the application please include all work history on the application for consideration. Due to the number of applications received we are unable to contact everyone by phone, further notices may be sent via the e-mail address you have provided. If you require further assistance please e-mail us at orlandorecruiting@convergys.com. Thank you for your interest!!
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 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.
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 employees option, as long as such activity
does not detract from the employees work, or interfere with other employees.
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