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Customer Service Representative II | Convergys | Las Cruces, NM
PRINCIPLE DUTIES:
- Interface with customers via inbound calls for the purpose of
resolving routine problems with wireless services.
- Greet customers in
a courteous, friendly, and professional manner using agreed upon
procedures.
- Listen attentively to customer needs and concerns and
demonstrate empathy.
- Clarify customer requirements and probe for and
confirm understanding of requirements or problem.
- 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.
- Solve problems that are sometimes unstructured and that
may require reliance on conceptual thinking.
- Maintain broad knowledge
of client products and services.
REQUIRED KNOWLEDGE, SKILLS, ABILITIES
- High school diploma or equivalent experience
- Previous customer
service experience
- Ability to pass a background check
- Ability to adapt
to changes quickly and think conceptually.
- Knowledge of basic computer
operations
- Comfortable working in a fast-pace environment
- Stable work
history
- Availability to complete 8 consecutive weeks of paid training
according to assigned training schedule
- Available to work afternoons,
evenings and weekend shifts
- Available to work at least one weekend day
per week.
- Willingness to rotate shifts, as needed.
PREFERRED KNOWLEDGE, SKILLS, ABILITIES
- Great attitude and passion to assist customers
- Strong work ethics
(i.e. good attendance, team player)
- Computer savvy (i.e. ability to
navigate from system to system with ease AND to multi-task)
- Ability to
demonstrate patience in all customer contact situations
- Adapts well to
constant change
- Very content with having scheduled break and lunch
times
- Ability to comprehend information quickly and educate customers
with clear and concise delivery
- Maximize opportunity to build rapport
with the customer
- Maintain a pleasant and professional tone
- Ability to
problem solve by asking relevant probing questions
- Demonstrate active
listening by paraphrasing information shared by the customer
- Ability to
use available resources to address customer questions
To apply for this position, please copy and paste the following link
into your browser address bar:
http://conver.contacthr.com/14519303
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