Convergys Athletic Apparel and Footwear Customer Support Associatee in Charlotte, North Carolina
Athletic Apparel and Footwear Customer Support Associatee
Whether you are brand new to the contact center industry or a seasoned pro, building a great career with Convergys starts here. At Convergys, our Customer Support Associates are treated like the winners they are! As a Customer Support Associate for a global leader in athletic apparel and footwear, you'll be assisting people all over the country by probing for their needs, providing recommendation for products. Employees will assist customers with the retailer's website and place customer orders. Calls received will include product inquiries, errors with purchase and credit card processing, assisting consumers in locating a specific item (whether online or in a local retail location), processing returns and general navigation through the website. Successful candidates are energetic, enthusiastic about customer service and passionate about sports and the brand that we support. This level of energy is vital to success on this team. This position is very similar to customer service in a retail environment, where it is critical to guide customers to the best products that meet their needs and encourage them to make the purchase, it’s just over the phone.
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
Encourage customers to place product orders while on the phone with you.
Offer additional products and/or services that meet the customer needs.
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
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
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.
USA, Charlotte, NC
Who We Are
At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.
For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.
For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!
Build Your Career With Convergys
When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!
Watch the video below to hear from some of our employees around the world as they talk about what it means to be part of the Convergys team.
Convergys has careers available in 31 countries at 150+ locations.
Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.