Call Center Essential Functions/Core Responsibilities• Ensure customer service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)     • Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking    • 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 broad 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    • Offer additional products and/or services    • Track, document and retrieve information in call tracking database    Candidate Profile  • High school diploma with six plus months of customer service experience preferred    • Courteous with strong customer service orientation    • Strong computer navigation skills and PC Knowledge     • Ability to effectively communicate, both written and verbally     • Ability to learn including strong problem solving skills    • Dependable with proficient 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    • Able 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.        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. Convergys is an EEO/AA/M/F/Vet/Disability Employer

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 resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking    • 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 broad 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    Candidate Profile  • High school diploma with six plus months of customer service experience preferred    • Courteous with strong customer service orientation    • Strong computer navigation skills and PC Knowledge     • Ability to effectively communicate, both written and verbally     • Ability to learn including strong problem solving skills    • Dependable with proficient 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    • Able 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.    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 Care Representative ResponsibilitiesManaging incoming calls and customer inquiriesIdentifying and assessing customers’ needs to achieve satisfactionJob briefWe are looking for a customer-oriented care representative.What does a Customer Care Representative do?A customer care representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer care representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

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

Seasonal Healthcare Customer Service Representative $14hr.Interested in a new kind of opportunity?  Join the Convergys team today to provide compassionate, valuable advisor support to UnitedHealthcare consumers!  This seasonal opportunity allows you to:Obtain your State Accidental & Health Insurance License FREE of cost -  a $1,000 value(starting as early as April 2018) including:11 days of paid instructor supported classroom training; andAll books, materials, and resources;Testing & licensing fees.Complete five weeks of additional, paid product and sales training (Fall 2018)Earn $14/hr. as a Seasonal Healthcare Customer Service RepresentativeBenefit from a commission and bonus program with a team of experienced advisors to help you achieve your goalsGain experience for a potential full time regular positionTo be successful you must:Provide a compassionate and people-centric consumer experience that focuses on:Identifying the consumer’s insurance needs;Recommending the RIGHT insurance package for each consumer; andCompleting each transaction to ensure the consumer’s appropriate coverage.Be able to deliver exceptional support for as many as 20 consumers each and every day remembering that behind every call is real person seeking help, guidance, and support.Possess exceptional communication skills and the ability to create meaningful connections.  You must be driven by integrity and a desire to deliver an exceptional consumer experience.Spaces are limited - apply now and SECURE your spot!Already have your license?  You may qualify for an additional bonus!**NOTE: This opportunity is contingent upon the successful completion of a criminal background check & drug test. **JOB SUMMARY: In this consultative sales role you will work with warm leads; inbound callers will contact you to review their options and for assistance in completing their annual enrolment.  Your primary goal is to match the consumer to the right insurance package and complete the enrolment.  You will follow through on the sale ensuring all required documentation is completed and submitted.Dimension & Scope: Using highly effective sales skills, agents will proactively sell healthcare products by listening to buyer’s needs and matching appropriate products. The environment will be highly goal focused with an emphasis on providing accurate information and consultatively selling policies to approximately one-half of the consumers contacted. Sales position but soft skills are required to successfully connect consumers and products.Principal Duties and Responsibilities:Actively participate in ongoing training and compliance to all state rules and regulations.Ensure accuracy of information collected.Participate in activities designed to improve consumer satisfaction and business performance.Place and/or receive consumer inquiries that may require deviation from a script or sales flow process.Conduct effective consultative selling by asking appropriate questions and matching the right product to the consumer’s needs, resulting in closed sales as well as increased consumer satisfaction.Maintain broad knowledge of products, pricing, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.Comply with all do-not-call and insurance regulatory standards.Education & Professional Certifications:High school diploma or GEDCandidate Profile:Demonstrated success in an inbound or outbound sales environment.Strong goal orientation. Must provide good examples of how they set challenging goals and strive to achieve personal success.Capacity to learn complex processes and policies.Ability to successfully take tests and retain knowledge.Knowledge of computer operations.Detail oriented with examples of how they have been able to ensure high quality work.Willingness to rotate shifts, as needed.Positive orientation: as in focused on how to achieve success, not on barriers.Courteous with strong consumer service orientation.Dependable and flexible.Good listening and responding skills.Possess a drive to achieve as well as insight into self and others.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.EEOCPlease note: any correspondence regarding a Convergys opportunity, interview, or job offer will come from an official company email address. Be sure to verify the email address in the mailto: section to confirm that it is an official Convergys email address (mailto: name@convergys.com).EEOCDisclaimerThe 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.Convergys is an EEO/AA/M/F/Vet/Disability Employer

Essential Functions/Core Responsibilities  • Under the guidance of the class Trainer and supervision of the local Training Manager, the Program Ready Trainer will facilitate the training of classes as required    • Apply effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment    • Present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts    • Assist in evaluating the performance of associates using tools available such as assessments, playbook observations, etc. to the Trainer and Training Manager    • Convey timely performance information to the Trainer and Training Manager throughout the training process/cycle    • Responsible for achieving individual training performance metrics    • Support the transition of trainees from training to production environment, ensuring competency levels meet business needs    • Maintain current product knowledge for each account by taking calls, attending team meetings, and side by side observations    • Participate in Convergys and client training sessions as required     • Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.     • Assist and participate in a positive learning culture under the guidance of the Training Manager to include identifying and communicating areas for curriculum development/enhancement opportunities    Candidate Profile  • Bachelor's Degree in related field from a four-year college or university with three to five years of relevant experience preferred    • Strong communication skills, both written and verbal     • Proficient in Microsoft Office    • Demonstrated ability to multi-task and meet timelines on deliverables    • Self-starter, sense of urgency, and works well under pressure    • Strong attention to detail    Career Framework Role  Has developed specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.  Completes work with a limited degree of supervision.  Likely to act as an informal resource for colleagues with less experience.  Identifies key issues and patterns from partial/conflicting data.  Takes a broad perspective to problems and spots new, less obvious solutions   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. 

Interested in a new kind of opportunity?  Join the Convergys team today to provide compassionate, valuable advisor support to United Healthcare consumers!  This seasonal opportunity allows you to:Complete five weeks of paid product and sales trainingEarn $18/hr. as a Seasonal Healthcare Customer Service RepresentativeBenefit from a commission and bonus program with a team of experienced advisors to help you achieve your goalsGain experience for a potential full time regular positionTo be successful you must:Provide a compassionate and people-centric consumer experience that focuses on:Identifying the consumer’s insurance needs;Recommending the RIGHT insurance package for each consumer; andCompleting each transaction to ensure the consumer’s appropriate coverage.Be able to deliver exceptional support for as many as 20 consumers each and every day remembering that behind every call is real person seeking help, guidance, and support.Possess exceptional communication skills and the ability to create meaningful connections.  You must be driven by integrity and a desire to deliver an exceptional consumer experience.Spaces are limited - apply now and SECURE your spot!**NOTE: This opportunity is contingent upon the successful completion of a criminal background check & drug test. **JOB SUMMARY: In this consultative sales role you will work with warm leads; inbound callers will contact you to review their options and for assistance in completing their annual enrolment.  Your primary goal is to match the consumer to the right insurance package and complete the enrolment.  You will follow through on the sale ensuring all required documentation is completed and submitted.Dimension & Scope: Using highly effective sales skills, agents will proactively sell healthcare products by listening to buyer’s needs and matching appropriate products. The environment will be highly goal focused with an emphasis on providing accurate information and consultatively selling policies to approximately one-half of the consumers contacted. Sales position but soft skills are required to successfully connect consumers and products.Principal Duties and Responsibilities:Actively participate in ongoing training and compliance to all state rules and regulations.Ensure accuracy of information collected.Participate in activities designed to improve consumer satisfaction and business performance.Place and/or receive consumer inquiries that may require deviation from a script or sales flow process.Conduct effective consultative selling by asking appropriate questions and matching the right product to the consumer’s needs, resulting in closed sales as well as increased consumer satisfaction.Maintain broad knowledge of products, pricing, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.Comply with all do-not-call and insurance regulatory standards.Education & Professional Certifications:High school diploma or GEDCandidate Profile:Demonstrated success in an inbound or outbound sales environment.Strong goal orientation. Must provide good examples of how they set challenging goals and strive to achieve personal success.Capacity to learn complex processes and policies.Ability to successfully take tests and retain knowledge.Knowledge of computer operations.Detail oriented with examples of how they have been able to ensure high quality work.Willingness to rotate shifts, as needed.Positive orientation: as in focused on how to achieve success, not on barriers.Courteous with strong consumer service orientation.Dependable and flexible.Good listening and responding skills.Possess a drive to achieve as well as insight into self and others.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.EEOCDisclaimerThe 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.Convergys is an EEO/AA/M/F/Vet/Disability Employer

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 resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking    • 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 broad 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    • Offer additional products and/or services    • Track, document and retrieve information in call tracking database    Candidate Profile  • High school diploma with six plus months of customer service experience preferred    • Courteous with strong customer service orientation    • Strong computer navigation skills and PC Knowledge     • Ability to effectively communicate, both written and verbally     • Ability to learn including strong problem solving skills    • Dependable with proficient 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    • Able 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 Information RECRUITER ENTER THE APPLICABLE LANGUAGE:     UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION    PHILIPPINES   • Minimum of two years of college education with at least six to twelve months of call center • Ability to think clearly and can explain difficult issues effectively, both above average written and verbally• Demonstrate product expertise• Basic computer navigation skills and computer knowledge• Ability to train others    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.