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Featured Careers

Consultant Business Process

USA, Colorado, United States
Serve as a key player in promoting the concepts of continuous improvement throughout the organization• Provide expert guidance for performance and process improvement by following internal and external  best practices, and provide expert guidance for performance and process improvement methodologies. perform analysis of business processes and practices .Ÿ  Analyze key business processes and practices to identify areas where profitability can be improved through the use of improved implementation methods, approaches and systems• Define the project scope, deliverables and approach for profit improvement, operations improvement and reengineering projects• Develop business cases to support process redesign that quantifies relevant profit and performance improvement opportunities• Manage project teams that focus on optimizing business processes across the organization and within specific accounts• Develop and maintain detailed project work plans                                                                                                                                                                                                                     Responsible for all aspects of the analysis and evaluation of external customer business problems and the development of solutions to meet requirements. Provides a single point of contact for those projects. Takes projects from original concept through final implementation. Assignments typically include problem definition, evaluation of requirements, and implementation.Excellent communication skills, both written and verbal. Ability to effectively present complex information and make compelling business cases to internal and external associates at all levels of an organization. • Proven ability to organize and prioritize projects and project activities in a fast-paced and deadline-oriented business environment   • Demonstrated ability to take initiative and ownership with focus on continuous improvement• Excellent attention to detail• Strong customer service disposition and high sense of professionalism and ethics  • Solid understanding of the organization's business operations and BPO Call Center industry. Demonstrated business acumenŸ COPC  and Black Belt certified, and 7+ years experience

Customer Sales and Service Representative

Charlotte, North Carolina, United States
Essential Functions/Core Responsibilities • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)   • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer   • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer   • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures   • Maintain basic knowledge of client products and/or services   • Prepare complete and accurate work including appropriately notating accounts as required   • Participate in activities designed to improve customer satisfaction and business performance   • May offer additional products and/or services   • Track, document and retrieve information in call tracking database   • May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff   Candidate Profile • High school diploma with three to six months of relevant experience preferred   • Courteous with strong customer service orientation   • Strong computer navigation skills and PC Knowledge   • Ability to effectively communicate, both written and verbally   • Dependable with strong attention to detail   • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly   • Tolerance for repetitive work in a fast-paced, high production work environment   • Ability to work as a team member, as well as independently   • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner   • Ability to rotate shifts, as needed   • Based on location and/or program, additional experience/skills may be required   *Job requirements may vary by country and will not contravene any local laws   Career Framework Role Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.   Supplemental Geographical InformationRECRUITER ENTER THE APPLICABLE LANGUAGE:   UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION   PHILIPPINES  • Minimum of two years of college education. No prior call center experience is required• Ability to think clearly and can explain simple issues effectively, both written and verbally   INDIA  • Ability to effectively communicate, both written and verbally• Listen attentively to customer needs and concerns; demonstrate empathy• Clarify customer requirements; probe for and confirm understanding of requirements or problem• Confirm customer understanding of the solution and provide additional customer education as needed• Ability to learn including strong problem solving skills• Demonstrate strong probing and problem solving skills• Should be able to handle complex queries• Should be able to resolve customer queries independently   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.

Customer Service

Sergeant Bluff, Iowa, United States
Full time customer service positions available with paid training, office environment, and a bonus!Customer Support Associate IIPrincipal Duties and Responsibilities: •         Ability to handle and respond to constant inbound phone calls via telephoneInbound calls from US and Canada PayPal customers, New Member Welcome Calls and finical questions•         Assist prospective customers with all processes in connection with PayPal’s back office Risk Operations teams. (Explaining to the customer why their transaction will not be processed)•         Research and resolve inquiries verbally.•         Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.•         Attend Service Provider-provided OFAC, banking system training and Sexual Harassment training and be in compliance with all regulations applicable to Service Provider. •         Responsible for attending ongoing training.•         Special projects/related duties as assigned by management and may vary depending on customer needs.•         Decisions the incumbent will make concerning fee reversals, funds recovery, restricting or unrestricting an account, and closing accounts will be made in accordance with the Training Materials which may including consulting a Supervisor or Sr. Agent.•         Ability to learn and adapt to new software technologies•         Strong working knowledge of PC-based internet and software applications, using multiple application to assist and tracks customer inquiries. Along with using dual monitors•         Well-developed sense of urgency and follow through.•         Fluency in the language of the Market being supported and English- language test is applicable (minimum score: 90%)•         Maintain and promote a positive attitude while meeting productivity goals.Education & Professional Certifications: •         High School diploma or equivalent required, Bachelor’s degree or equivalent is preferred.Candidate Profile: Must be 18 years of age or olderMinimum of 6 months customer service experience. However, one-year experience working in a high-volume call center is a plus.Be able to pass a background check that includes criminal background check, and drug screenCurrently resides in the United States within WAH hiring state.Knowledge of basic computer operations and Web based tools. Ability to use dual screensStable work history.Able to rotate shifts, as business needs arise.Ability and willingness to learn.Strong positive customer service orientated.Dependable with proficient attention to detail.Excellent listening and responding skills.Financial background preferredCustomer service skill and ability to adapt to customer situations, to include listening skills , ability to empathize, analyze, and resolve customer issue, deescalate situation and taking ownership of customer satisfaction.   DisclaimerThe 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.

Clarksville, TN - Customer Service and Sales Representative

Clarksville, Tennessee, United States
Now Hiring Full-Time Customer Service/Sales and Problem Resolution RepresentativesWhy come work for Convergys in Clarksville, Tennessee?We offer career growth opportunities, excellent benefits, paid training, employee discounts and much more! Apply now to find out more about the Customer Care and Sales position and how top performers can earn great incentives and bonuses! Work for a company that is proven to be a great place to work! Dimension and Scope:You’ve got big ideas – and the skills, energy and dedication to actually bring them to life. You know the “next big thing” when you see it, and you always want to be part of the action. We’re exactly the same.So, why not take all of that talent, insight and appreciation for innovation, and put it to work where it can make a world of difference. At Convergys, the world leader in relationship management, were doing just that – every day. We help clients maximize the power of their contact with their customers!Join us at Convergys! In our state-of-the-art call center, you’ll discover fun, challenging work, surrounded by talented, supportive managers and colleagues, and you’ll enjoy:Excellent BenefitsStarting Pay $ 10.50 hrProfitable monthly performance incentives and bonusesInbound Calls OnlyExceptional growth opportunityExcellent work environment including diversity and respectMedical, Dental, Vision Plans available401(k) Savings PlanTuition ReimbursementEssential Functions/Core Responsibilities: Responsible for achieving specific sales targets and maximizing sale opportunities on each and every callUse probing techniques to determine customer needs and offer the most appropriate product or service to address their needsUp-selling and Cross-selling for Wireless, TV, Internet, and home phone based products.Maintain broad knowledge of products, pricing, promotions, and proceduresEnsure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’)Greet customers in a courteous, friendly, and professional manner using agreed upon proceduresListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerClarify customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customerPrepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and sales performanceAnswer billing questions by talking through components of customer accountsCandidate Profile:High school diplomaSix months of sales experience preferred Ability to demonstrate sales technique and product knowledgeCourteous with strong customer service orientationStrong communication and negotiation skills requiredAbility to effectively communicate, both written and verballySkilled in multi-tasking; including the ability to be flexible and adapt to changes quicklyStrong computer navigation skills and PC KnowledgeAbility to learn and think conceptuallyDependable with proficient attention to detailDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and mannerAble to rotate shifts, as neededBased on location and/or program, additional experience/skills may be required *Job requirements may vary by country and will not contravene any local lawsDisclaimer   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.EEO Employer/Vet/Disabled

Director, Program Management

Sergeant Bluff, Iowa, United States
Essential Functions/Core Responsibilities  • Maintains client satisfaction, client communication, and the overall management of the client relationship    • Partners with the delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business    • Delivers the targeted financial results of the program    • Analyzes data to accurately forecast and manage operational performance, financial results, and resource requirements    • Oversees all contracts associated with customer and third party vendors. This includes negotiating contract terms for the customer & third party vendors as appropriate, managing executed contracts, and tracking milestones and financial commitments    • Leads integration of a cross-business/cross-functional organization into a seamless team that is united to deliver the client’s solution    • Assesses resource costs, utilization, assumptions during budget/business planning cycle and develops resource management and staffing plan for program(s)    • Directs effective communication throughout the organization at all levels and across all facets of the business    • Works closely with sales to identify additional revenue opportunities with current clients    Candidate Profile  • Master's Degree in related field from a four-year college or university with fifteen years of relevant experience preferred    • Expert in communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates    • Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with industry impact    • Proven ability to champion significant projects, programs, and business initiatives using creativity and ingenuity    • Mastery of the organization's business operations and industry. Externally recognized as subject matter expert on emerging trends and industry practices    • External Thought Leader with proven ability to significantly influence    • Exceptional ability to comprehend, analyze, and interpretCareer Framework Role  Is recognized as an external thought leader within strategic function or discipline. Influences the strategy to address internal or external business and regulatory issues. Proactively identifies, defines, and solves the most complex problems that impact the management and direction of the business. Significantly influences functional strategy; may participate in the development of the product or division strategy. Leads multidisciplinary projects or initiatives. Progression to this level is typically restricted on the basis of individual capabilities and business requirements.    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. 

Collections Associate

Olathe, Kansas, United States
Principal Duties and Responsibilities: Extensive customer interaction/soft skill experience, with emphasis on influencing decisionsThorough knowledge of client products, services, and systemsExcellent computer navigation skillsAbility to multitask (Able to navigate numerous applications and decipher information whileholding a detailed conversation with your customer). Teamwork orientation, with mentoring skills and a willingness to help othersExcellent communication skills and excellent attention to detailsTolerance for repetitive work in a fast-paced, high production work environmentPersonal attributes that include reliability, professionalism, ability to work independently, positiveattitude, and ability to remain calm in stressful situationsFlexibility in accepting schedule changesMust be able to follow scripted portions of call for 100% complianceThe most successful agents within this program generally possess:Extensive customer interaction/soft skill experience.Thorough knowledge of client products, services, and systemsExcellent computer navigation skillsAbility to multitask (Able to navigate numerous applications and decipher information while holding a detailed conversation with your customer)Teamwork orientation, with mentoring skills and a willingness to help othersExcellent communication skills and excellent attention to detailsTolerance for repetitive work in a fast-paced, high production work environmentPersonal attributes that include reliability, professionalism, ability to work independently, positiveattitude, and ability to remain calm in stressful situationsFlexibility in accepting schedule changes

Customer Service Associate

Greenville, North Carolina, United States
Essential Functions/Core Responsibilities• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures• Maintain basic knowledge of client products and/or services• Prepare complete and accurate work including appropriately notating accounts as required• Participate in activities designed to improve customer satisfaction and business performance• May offer additional products and/or services• Track, document and retrieve information in call tracking database• May respond to customer inquiries by referring them to published materials, secondary sources or more senior staffCandidate Profile• High school diploma with three to six months of relevant experience preferred • Courteous with strong customer service orientation• Strong computer navigation skills and PC Knowledge• Ability to effectively communicate, both written and verbally• Dependable with strong attention to detail• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly• Tolerance for repetitive work in a fast-paced, high production work environment• Ability to work as a team member, as well as independently• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner• Ability to rotate shifts, as needed• Based on location and/or program, additional experience/skills may be required*Job requirements may vary by country and will not contravene any local lawsHours of Operation: 7am -12amCareer Framework RoleHas program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.DisclaimerThe 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.

Sr. Case Manager & Problem Resolution Specialists

Salt Lake City, Utah, United States
Job Duties:Handle escalated complaint calls regarding repairs to vehicles priced between $20,000-$70,000.Research up to 60 percent of time to be prepared prior to interaction with customer.Keep customer service satisfaction scores high, listen, empathize, resolveIdentify gaps in Customer ServiceAble to give up to an assigned amount in credit toward customer resolution when necessary to resolve customer complaint/inconvenienceSix month learning curve in being knowledgeable enough to feel comfortable in roleAll other duties as assignedPosition requirementsAssociates degree or 60+ college credit hours completedAt least a year experience with current employerProblem solver, think outside of box, resolution orientedAbility to work independently, self-starter, self-motivatedCritical thinking ability, think outside of box, ask probing questionsDetail orientedSharp, learns quicklyGood listenerNot timid, able to hold own with dealers, make outbound calls to client.Good spelling and grammar skills to effectively communicate via email.CS oriented, heartfelt empathy, willingness to be on the customer’s side.Demonstrated proficiency with computersAble to adapt to fast paced and changing work environmentAbility to work schedules during all hours of operation (hrs. of operation are Monday - Friday)A criminal background check & drug testWhat Convergys Offers You:Competitive hourly pay rate plus incentivesFull-time schedules; no SundaysFull benefits planTuition reimbursementHoliday pay and vacation/paid-time-offManagement which is always available to help our team be successfulComprehensive and paid trainingCasual dress environmentCareer advancement opportunities (over 70% of management was promoted from within the organization)Walk-ins are accepted Monday through Friday from 8 am to 5 pm; we are located at - 860 W. Levoy Drive, Taylorsville – UT, 84123 (the tallest gray building).  For additional information, you can call us at:  801-736-3508.Begin a rewarding career with Convergys; join our team today!EEO/Vet/Disabled EmployerCareer Framework Role  Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.        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. 

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