SALES ASSOCIATES & CUSTOMER SERVICE ASSOCIATES Job in Orem, Utah US
SALES ASSOCIATES CUSTOMER SERVICE ASSOCIATES
Please Read both decriptions, SALES JOB DESCRIPTION: Convergys delivers satellite-based television services to U.S. customers in homes and businesses. Convergys operations include some of the worlds most advanced technologies in the delivery of a seamless viewing experience. An agent?s primary function is to provide a positive customer experience by handling a constant inbound-call volume in an effort to sell products and services and retain customer satisfaction within the Convergys guidelines. Primary duties might include (but are not limited to) fact finding/assessing customer needs/concerns, recommending appropriate solutions based on discovered needs, provisioning products/services for shipment, and resolving general customer issues while seeking sale opportunities. In preparation for these duties, agents are trained to use soft-skills and client-based computer applications/resources. CUSTOMER SERVICE JOB DESCRIPTION: Take customer calls, gather customer information, analyze the situation and provide a resolution based on client policies and procedures provided in the resource databases and tools. Typical calls offer a variety of issues and topics. It can be the simplest of questions, such as looking up a post office addresses or phone numbers based on the zip code provided, or looking up zip codes, scheduling redeliveries and hold mail, and scheduling pick-up on demand. We also provide information for the customer who desires to obtain a passport, or the mailing cost of a package or envelope based on its dimensions, weight, and location to which it is being sent. We also document compliments and complaints, and provide, track and confirm information for Express Mail. Walk-ins welcome - 1409 N Research Way (bldg J) Orem Ut 9am to 4pm, Monday - Friday After 30 days of employment each new employee will receive free satellite TV full package when working on our satelite TV position. PROGRAM DESCRIPTION SALES: 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 customers 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 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.