South Mountain, Convergys
46th Street and Baseline
Job Description
The
Technical Financial Customer Service Representative position interfaces
with customers via inbound calls, or through the Internet depending
upon client requirements. This position provides customer service
support and resolution of routine problems regarding client's product or
services, working with Quick Books Online.Essential Functions/Core
Responsibilities
Do you have an interest in supporting small
businesses and accountants? Do you love technology and enjoy working in a
fun environment troubleshooting for business professionals? Do you have
QuickBooks or financial software experience?If you have always dreamed
about having a job doing what you love to do, then come join the team!
Convergys, formerly known as Stream Global Services, continues to grow
in Phoenix! We're talking about paid training, competitive wages, and
greater career potential. These immediate openings in technical and
customer support will be the start you have been waiting for.At
Convergys, our Technical Support Professionals are treated like the
winners they are! As a Technical Support Professional, you'll be
assisting people all over the country, providing advice and solving
problems. It can be challenging work, but you'll be rewarded for helping
people quickly, professionally while making them smile. You will answer
calls from customers, helping them resolve issues while inputting their
call information into the computer.
- 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
- 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 or GED is required and you must be at least 18 years of age
- 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
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.
Disclaimer
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.
Pay: $13.00/hour is the starting pay and agents will earn $14.00/hour after they enter production.
Location:
USA, Phoenix, AZ- South Mountain
Language Requirements:
English
Time Type:
Full time
Job Type: Full-time
Salary: $13.00 /hour
Required education:
- High school or equivalent