Customer Support Associate II

Careers

Customer Support Associate II

Job Description:

90% are outbound calls made to customers with their parcel pickup, delivery and tracing information. Agent will make outbound calls to both residential and business' with either an update on their missing parcel or to close a case. Accurate and detailed data entry skills are required. Self motivated with excellent customer service skills are required. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Meet customer requirements through first contact resolution. Ability to prioritize daily tasks to utilize time efficiency. Confirm customer understanding of the solution and provide additional customer education as needed. Use decision-support tools to respond to common customer work/service order inquiries and requests. THIS IS NOT A SALES POSITION.

Apply online at http://www.convergys.com/careers/na/united-states

Job Profile:

  • $12.00 per hour
  • $.50 shift differential
  • Hours of operation are 7:00 am-12:00 am Paid training times will vary depending on selected shift.
  • Full Benefits Medical, Dental, Vision after 90 days. Tuition Reimbursement & 401 K are also offered.
  • Opportunities for advancement - 90% of our employees are promoted from within and we have sites throughout the world!
  • Paid training and transition period (8 weeks). Training times may vary.
  • $250.00 for offered for Employee Referrals
  • Located on the Carta Bus Line
  • Casual Dress Code
  • Fun and vibrant working atmosphere
  • Ability to work schedules during all hours of operation
  • Stable work history required      
  • Pass criminal background check.
  • Over the age of 18


Principal Duties and Responsibilities:

  • Demonstrate proficiency with computer navigation
  • Excellent Customer Service skills
  • Listen attentively to customer needs and concerns.
  • Strong data entry, grammar and accurate spelling proficiency is a must.
  • Demonstrated ability to build rapport with customers through using courtesy phrases.
  • Demonstrate empathy.
  • Prioritize daily tasks and complete in a timely manner
  • 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.
  • 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.
  • Use decision-support tools to respond to common customer work/service order inquiries and requests.
  • Team Player & Able to adapt to fast paced and changing work environment
  • Self-motivated, reliable & hard working
  • Offer solutions to basic customer issues. Maintain basic knowledge of client products and/or services.
  • Follow all standard operating procedures for quality guidelines.

Education & Professional Certifications:

  • High school diploma or GED.

    

 If you have not been to our Walk in Wednesday event, we would like to invite you to our weekly job fair.

           

During this event, we will do a basic Pre-screening and answer any questions you may have about Convergys or the job for which you’ve applied. 

            Walk In Wednesday occurs every Wednesday from 1:00pm to 4:00pm Eastern time.

Thank you for your interest in Convergys and we hope to see you this Wednesday! 

Convergys 

Human Resources Entrance (Eastgate Town Center)

5600 Brainerd Road

Chattanooga, TN 37411

Convergys is an EEO/AA/M/F/Vet/Disability Employer

Disclaimer   

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.