Convergys Sales Associate- Customer Loyalty Group in Columbus, Georgia
Sales Associate- Customer Loyalty Group
Inbound calls from customers or other CSRs. Support customers who want to end service, reconnect service, or move/transfer service with DIRECTV. Agents will be responsible to provide first call resolution with accurate, courteous, and informative responses to customers. Agents are required to ask probing questions to define customer needs/concerns, providing accurate and complete responses in a easily understood language, educating customers on services, products, bundles and equipment's.
Principal Duties and Responsibilities:
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
Understand the customer needs and requirements and present solution
Ability to build rapport and respond to all customer inquiries and requests
Ability to use effective listening skills, communicate with clarity, and maintain an attitude that conveys respect, assistance, honesty, and resourcefulness.
Ask probing questions to define customer needs/concerns
Providing accurate and complete responses to customers in a easily understood language
Educating customers on DTV products and services
Be on time and follow assigned work schedules.
Follow all work policies and procedures mandated by the management staff.
Utilize appropriate escalation process, when required
Education & Professional Certifications:
- High School Diploma or State recognized equivalent
Minimum of 6 months customer service experience is preferred
Successful Background check and drug screen (State laws applicable)
Demonstrates proficiency in navigating Windows Operating System, including the ability to launch applications, browse and search for files, save and store files, and reboot a computer.
Has fundamental understanding of Internet usage and web technology.
Able to verbally provide functional and navigational support to the customers while appropriately logging the call.
Able to rotate shifts, as business needs arise.
Assessed ability to adapt and communicate effectively with people from a diverse background (e.g., cultural, ethnic, gender, age).
Ability to communicate clearly using standard North American business communications language preferred.
Strong positive customer service orientated.
Dependable with proficient attention to detail.
Excellent listening and responding skills while demonstrating empathy.
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
USA, Columbus, GA
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.
Convergys is an EEO/AA/M/F/Vet/Disability Employer.