Customer Service Billing and Sales Specialist- McAlpine
Convergys - Charlotte, NC

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Customer Service Billing and Sales Specialist- McAlpine
: 113803

Fluency in the following languages required: English
Job : Problem Resolution Rep
Primary Location : United States-North Carolina-Charlotte ( )

Schedule : Full-time
Description

Dimension & Scope :

Customer Service Billing and Sales Specialist interface with customers via inbound or outbound calls pertaining to internet connectivity issues for the purpose of resolving routine problems with products or services.
Call types include: questions pertaining to making payments, payment arrangements, adjustments or other billing inquiries. During the 15 days of paid training, the Customer Service Billing and Sales Specialists will learn how to provide billing support, as well as the benefits and features of the client’s products, price structure and how to overcome common objections. Identifying customer’s needs may include clues from background noise or customer comments.

Principal Duties and Responsibilities :

The customers that we support already own the service and will be calling in to report billing issues that they are currently facing. Some calls are from customers who are angry or frustrated because they feel that they are paying for a service that is not working correctly, others may feel as if they have been overcharged, a successful employee does not take the customer’s anger personally but understands the emotion is a result of the product or circumstances. First call resolution is essential.
  • Providde knowledge and prompt service during calls in a professional and courteous manner
  • Help calm the customer and empathetically listen to their concern
  • Use the computer to verify the account and work through understanding the circumstance in order to establish the right solution
  • Research and answer customer’s questions pertaining to their bill
  • Resolve concerns and prevent the need for the customer to call back unnecessarily
    • The resolution should provide a clear understanding regarding the timeframe in which a credit/adjustment will post to their account.
    • If they call for a payment arrangement there should be a clear understanding as to when the next payment is due.
  • Selling additional products and services is also required
    • There are various solutions to meet the customer’s needs, including cable, internet or phone related products.
Education & Professional Certifications : High school diploma or equivalent experience

Candidate Profile :
  • Knowledge of bas ic computer
  • Willingness to rotate shifts, as needed
  • Ability to learn
  • Courteous with strong customer service orientation
  • Dependable with proficient attention to detail
  • Good listening and responding skills
  • Must be flexible with the ability to adapt to changes quickly and think conceptually
  • Possess insight into self and others
  • Solid problem solving skills
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 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 so classified

Convergys - 15 months ago - save job - block
About this company
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Convergys is a global leader in customer management. As of March 3rd, 2014 Convergys completed the acquisition of Stream. Together...