Customer Service Representative Convergys 13,674 reviews - Charlotte, NC
28211 The Customer Service Representative position interfaces with
customers via inbound calls, outbound calls, or through the Internet
depending upon client requirements. This position provides customer
service support and resolution of routine problems regarding client's
product or services. 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.
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. Location: USA,
Charlotte, NC Language Requirements: Time Type: Full time 6 hours ago -
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Service Representative salaries in Charlotte, NC Convergys Convergys
13,674 reviews Convergys is a global leader in customer management. As
of March 3rd, 2014 Convergys completed the acquisition of Stream.
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