Customer Service and Sales Representative - Full-time

Every future has a starting point. Convergys is that beginning! Are you looking for a company that offers CAREER ADVANCMENT opportunities? Well look no further! Convergys promotes 79% of our management staff from within! Salary: Competitive Wages!! Â* Excellent Benefits Â* Employee Referral Bonus Â* Tuition Reimbursement Â* Paid Vacation and Training DIMENSION & SCOPE: Interface with customers via inbound or outbound calls or the Internet for the purpose of providing excellent customer service, attending to customer needs. Work with customers who have disclosed a desire to cancel their cell phone contracts, resolving issues and making special offers in an effort to retain their business. Probe for needs and perform in depth account research to sell additional services. PRIMARY DUTIES AND RESPONSIBILITIES: Agents in this position utilize a combination of customer service-skills, sales ability (using a documented process), and specific client-based computer applications/resources. Agents are provided with a knowledge-base tool to ensure product information provided to them is up-to-date and accurate. A typical call starts with the agent introducing and identifying themselves as a sales representative . Agents assure the customer we genuinely are willing to assist as best as we can, setting proper expectations about what will generally happen over the course of the conversation. In addition, they will probe to identify customer needs and determine the appropriate solution they can offer to fit those needs and lifestyle. Calls can be as simple as provisioning new activations/equipment for wireless services, adding new lines of service to an existing account, or transferring a customer to a different department within AT&T that can more appropriately handle their issue. Some calls require sales skills and de-escalation techniques that must be followed to prevent negative customer experiences and/or account cancellations. By navigating through the appropriate tools, agents resolve customer concerns and educate the customer with additional information that will be useful to them. Overcoming the customeraEURTMs objections is necessary to meet the programaEURTMs goals and expectations for sales performance and call quality; while at the same time providing a professional experience of every customer. CANDIDATE PROFILE: Knowledge of basic computer operations. Willingness to rotate shifts, as needed. Ability to learn. Courteous with strong customer service orientation. Dependable with proficient attention to detail. Good listening and responding skills. CALL CENTER ENVIRONMENT, PHYSICAL & OTHER REQUIREMENTS: Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees.