Work at Home - Customer Service Representative
Convergys - Florida, PR

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113048

Fluency in the following languages required:
English

Job

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Home Agent (HA)

Primary Location

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United States-Florida-Florida - @Home

(

)

Other Locations

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United States-Mississippi-Mississippi - @Home, United States-Work at Home (Administration and Staff), United States-Oklahoma-Oklahoma - @Home, United States-North Dakota-North Dakota - @Home, United States-Oregon-Oregon - @Home, United States-Pennsylvania-Pennsylvania - @Home, United States-Nebraska-Nebraska - @Home, United States-New Mexico-New Mexico - @Home, United States-Utah-Utah - @Home, United States-Michigan-Michigan - @Home, United States-Virginia-Virginia - @Home, United States-Louisiana-Louisiana - @Home, United States-Wisconsin-Wisconsin - @Home, United States-Michigan-Michigan -- @Home, United States-Idaho-Idaho - @Home, United States-Arizona-Arizona - @Home, United States-Montana-Montana - @Home, United States-North Carolina-North Carolina - @Home, United States-Indiana-Indiana - @Home, United States-Texas-Texas - @Home, United States-Washington-Washington - @Home, United States-Colorado-Colorado - @Home, United States-Iowa-Iowa - @Home, United States-Georgia-Georgia - @Home, United States-South Carolina-South Carolina - @Home, United States-West Virginia-West Virginia - @Home, United States-Alabama-Alabama - @Home, United States-New York-New York - @Home, United States-Minnesota-Minnesota - @Home, United States-Tennessee-Tennessee - @Home, United States-Work at Home (Home Agent), United States-Kansas-Kansas - @Home, United States-Kentucky-Kentucky - @Home

Schedule

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Full-time

Description

WORK AT HOME - CUSTOMER SERVICE& SALES REPRESENTATIVE:
Provides troubleshooting assistance to customers via inbound calls for the purpose of resolving customer issues. Receives inbound calls in a work at home environment to independently resolve customer complaints, concerns and inquiries with regard to services such as Wireless/Cell Phone Service, Cable TV Service, Satellite TV Service, Internet Service, and/or Home Phone Service. In addition, agents will verify and update customer records, process customer orders and sales, and handle miscellaneous customer service and billing related inquiries.

Selling may be a requirement of the position.

Principal Duties & Responsibilities

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Provide customers with troubleshooting assistance on product usage.

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Ask open ended questions to identify needs of the customer.

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Navigate through computer systems to access customer information and troubleshooting procedures.

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Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.

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Listen attentively to customer needs and concerns; demonstrate

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empathy

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Clarify customer requirements; probe for and confirm understanding of requirements or problem.

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Meet customer requirements through first contact resolution.

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Confirm customer understanding of the solution and provide additional customer education as needed.

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Prepare complete and accurate work and update customer file.

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Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

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Effectively transfer misdirected customer requests to an appropriate party.

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Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

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Participate in activities designed to improve customer satisfaction and business performance.

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Occasionally use decision-support tools to answer questions.

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Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

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Offer solutions to issues that are often non-standard/non-routine and require some clarification.

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Maintain broad knowledge of client products and services.

Special Considerations:
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Call ownership - one call resolution

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Ability to provide the customer satisfaction while adhering to policy and procedure

Product knowledge

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Courtesy blended with empathy and understanding

The MOST SUCCESSFUL agents within this program generally possess:

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Extensive customer interaction/soft skill experience, with emphasis on closing sale opportunities

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Ability to develop customer rapport and overcome objectives

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Thorough knowledge of client products, services, and systems

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Teamwork orientated, with mentoring skills and a willingness to help others

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Excellent communication skills and excellent attention to details

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Best practices for goal-setting within a goal-oriented sales program

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Tolerance for repetitive work in a fast-paced, high production work environment

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Personal attributes that include reliability, professionalism, ability to work independently, positive attitude, and ability to remain calm in stressful situations

Technical Requirements

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A home office environment that is quiet and free from distraction.

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A PC that meets the requirements of the Home Agent platform. PC must have a vendor manufactured date less than six years in age. (Example: If today’s date is 1/1/2012, the PC manufacture date should be no older than 1/1/2006). You will be able to test your PC during the online application process.

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3.0 GHZ Processor (minimum of a Pentium 4 processor or equivalent processor running at a clock speed of 3.0 GHZ)

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2 GB RAM

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High speed Internet access (DSL or Cable only).

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An Internet Service Provider that Supplies 2 or more IP addresses OR an Internet Service Provider that supplies 1 IP address and is connected to a router.

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Analog headset with a built-in digital signal processor and a specified 8 GB flashdrive will be required upon employment.

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A telephone with a mute button to be utilized during training, team meetings, and individual coaching and technical support sessions.

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Power Bar/Surge Protector that is UL 1449 Recognized – This will assist in protecting equipment plugged into the power bar, in the event of an electrical storm or power surge.

Convergys - 16 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...