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Customer Service Associate | Convergys | Appleton, WI
Convergys is currently hiring for full-time Customer Service Technical
Associates.
Customer Service Technical 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 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.
This position offers:
- Full-time positions available
- Immediate benefit eligibility (medical, dental, vision insurance)
- Casual Dress
- Tuition Reimbursement
- Paid vacation and Training
- Talented, friendly coworkers
- 401(k) plan
AND MUCH MORE
To apply for this position, please copy and paste the following link
into your browser address bar:
http://conver.contacthr.com/17261743
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