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Employer Options Advertise & Post Jobs Employers use the menu below to learn how to post jobs, banners, company profiles, articles, blogs & news. Post Jobs/Advertising: Choose: Home ADVERTISING: Advertise Post a Job Featured Company Featured Agency Featured Product Sponsor Banner AdMVP.com CONTENT: Post News Create a Blog Post Events Submit Articles AD AGENCIES: Ad Agencies Post to Other Network Sites: Choose: US Sites Canadian Sites UK Sites Australian Sites International Sites Industry Sites		Featured Listings Home > Job Listings > Back Customer Service Associate | Convergys | Orem, UT Program Description: An agent's primary function is to assist customers with their service & to save the customer from canceling service. Troubleshooting equipment problems; interpreting bills; processing credits & payments; assisting customers with programming choices; up selling benefits of premium services; and sharing information about the policies & procedures as well as current promotions. Using several distinct computer programs, agents are provided with a database so that they can make sure the information provided is up to date. Functional Description: A typical call starts with the agent taking the customer's personal information to access the account. Agents assure the customer that we are genuinely concerned and willing to assist as best we can, use all available means (thinking out of the box) and applying an agent's best problem solving skills to provide customer satisfaction while adhering to policy and procedure. Agent must navigate the Convergys computer system to obtain product information always expanding his/her knowledge of client products and services while staying positive and showing empathy towards the customer. Agent must have the ability to explore an extensive customer database to find solutions; agent goal is always 1st call resolution when possible. Key Qualifications: Minimum six months troubleshooting/problem-solving experience preferred High school diploma or GED or equivalent experience Must be 18 years or older Must be able to retain training concepts through an 3 week training period and apply all concepts when starting on call floor Intermediate computer and keyboarding skills, including experience operating within a Windows environment and proficient internet navigation skills, multitasking between screens. Ability to perform light to medium hand activity work at a computer/telephone station in an office environment. Intermediate conceptual thinking and math capabilities to analyze, adjust, and communicate billing information Ability to communicate in a clear and effective manner, both verbally and in writing Basic customer service skill and ability to adapt to customer situations, to include listening skills , ability to empathize, analyze, and resolve customer issue Intermediate problem solving skills with ability to identify root cause of customer issue Sales & rebuttal abilities in order to save customer's & cross and up-sell products or services Able to work flexible work schedule, required weekends and holidays as needed Position contingent on background check The most successful employee's generally possess: Excellent customer care or sales experience, ability to develop customer rapport, attention to detail, persuasion and rebuttal skills, team player, ability to be coached, willingness to learn and help others, excellent communication skills with metric and quality monitoring, math skills to determine billing questions, tolerance for repetitive work, fast paced and able to work in a sedentary environment, reliable, on time, positive attitude with the ability to stay calm in stressful situations, flexible to schedule changes. 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 re To apply for this position, please copy and paste the following link into your browser address bar: http://conver.contacthr.com/16306469		Navigation: Applicants Job Search Applicants use the dropdown menu below to look for a job! 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