Convergys Sr. Case Manager & Problem Resolution Specialists in Salt Lake City, Utah

Job Title:

Sr. Case Manager & Problem Resolution Specialists

Job Description

The Customer Support Associate II position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.

Job Duties:

  • Handle escalated complaint calls regarding repairs to vehicles priced between $20,000-$70,000.

  • Research up to 60 percent of time to be prepared prior to interaction with customer.

  • Keep customer service satisfaction scores high, listen, empathize, resolve

  • Identify gaps in Customer Service

  • Able to give up to an assigned amount in credit toward customer resolution when necessary to resolve customer complaint/inconvenience

  • Six month learning curve in being knowledgeable enough to feel comfortable in role

  • All other duties as assigned

Position requirements

  • Associates degree or 60+ college credit hours completed

  • At least a year experience with current employer

  • Problem solver, think outside of box, resolution oriented

  • Ability to work independently, self-starter, self-motivated

  • Critical thinking ability, think outside of box, ask probing questions

  • Detail oriented

  • Sharp, learns quickly

  • Good listener

  • Not timid, able to hold own with dealers, make outbound calls to client.

  • Good spelling and grammar skills to effectively communicate via email.

  • CS oriented, heartfelt empathy, willingness to be on the customer’s side.

  • Demonstrated proficiency with computers

  • Able to adapt to fast paced and changing work environment

  • Ability to work schedules during all hours of operation (hrs. of operation are Monday - Friday)

  • A criminal background check & drug test

What Convergys Offers You:

  • Competitive hourly pay rate plus incentives

  • Full-time schedules; no Sundays

  • Full benefits plan

  • Tuition reimbursement

  • Holiday pay and vacation/paid-time-off

  • Management which is always available to help our team be successful

  • Comprehensive and paid training

  • Casual dress environment

  • Career advancement opportunities (over 70% of management was promoted from within the organization)

Walk-ins are accepted Monday through Friday from 8 am to 5 pm; we are located at - 860 W. Levoy Drive, Taylorsville – UT, 84123 (the tallest gray building). For additional information, you can call us at: 801-736-3508 .

Begin a rewarding career with Convergys; join our team today!

EEO/Vet/Disabled Employer

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, Salt Lake City, UT

Language Requirements:

Time Type:

Full time

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!

Customer Service Careers

For anyone who dreams of a successful career, there’s a beginning - a point at which you choose a path to take. For many, and hopefully this includes you, Convergys is that beginning. We have the privilege of leading a team of talented and motivated professionals working in locations all over the world, united by a common goal: helping our clients maintain exceptional relationships with their customers. This focus on relationships isn’t simply a service we provide – it’s the foundation for how we work together, value our team members and invest in our communities.

What can you expect from a career at Convergys:

  • Knowledge and skill development

  • Multiple career path opportunities

  • A wide array of benefits and performance-based rewards

  • World-class facilities and work environment

At Convergys, you are at the driver's seat of your career development and will have many opportunities to grow personally and professionally. Classroom and computer-based training, talent development, and employee engagement programs will help you and your teams succeed and have fun!

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.