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Cust Serv & Problem Res Rep II | Convergys | Longview, TX
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 employee's option,
as long as such activity does not detract from the employee's work, or
interfere with other employees.
See above
To apply for this position, please copy and paste the following link
into your browser address bar:
http://conver.contacthr.com/15907552
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