Customer Support Associate II

at Convergys

Hazelwood, MO

Posted on Sep. 27, 2017


Full Time

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.

Education requirementsHigh school diploma

Experience requirementsSix plus months of customer service experience preferred

Qualifications• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Ability to learn including strong problem solving skills
• Dependable with proficient 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

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 resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking

• 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

• Maintain broad 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

• Offer additional products and/or services

• Track, document and retrieve information in call tracking database

Work hours1st Shift Days
Able to rotate shifts, as needed

Convergys is an EEO/AA/M/F/Vet/Disability Employer

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