Work From Home Customer Service Sales Associate

Convergys is looking to build a solid team of friendly customer service sales professionals to work out from home.

We are seeking individuals with excellent listening skills and the ability to multitask.

DIMENSION & SCOPE:

An agent’s primary function is to provide a positive customer experience by handling a constant inbound-call volume in an effort to sell products and services and retain customer satisfaction within the guidelines. Primary duties might include (but are not limited to) fact finding/assessing customer needs/concerns, recommending appropriate solutions based on discovered needs, provisioning products/services for shipment, and resolving general customer issues while seeking sale opportunities. In preparation for these duties, agents are trained to use soft-skills and client-based computer applications/resources.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Requires formal training on client policies, procedures, and processes
• Requires formal training and working knowledge of client products and/or services
• Sales skills/ability that, while mostly structured, may require reliance on conceptual thinking (i.e. “outside-the-box”) to create a sale opportunity and positive customer experience
• Offers solutions based on properly assessed needs discovered through conversational open/closed-ended probing
• Ability to disclose information completely and accurately using resources/tools provided
• Ability to work professionally within a fast-paced, enviornment and respond appropriately to challenging calls from customers.

CUSTOMERS

CALLING FOR SERVICE GENERALLY EXPECT:

• Call ownership – one call resolution
• Ability to provide customer satisfaction while adhering to policy and procedure
• Product knowledge
• Courtesy blended with empathy and understanding
• Enthusiasm and a positive experience

Requirements for Joining

CONVERGYS HOME AGENT TEAM INCLUDE:

• A home office environment that is quiet and free from distraction
• A PC that meets the requirements of the Home Agent platform. You can test your PC during the recruitment process)
• High speed Internet access (DSL or Cable only)
• An Internet Service Provider that Supplies 2 or more IP addresses OR an Internet Service Provider that supplies 1 IP address and is connected to a router.
• Employees working as Remote Agents are required to have and maintain one (1) dedicated internet connection. Popular gaming systems, Smartphones, and any portable device that may use wireless connections within the home must be turned off prior to and during scheduled shift hours.
• A USB headset with a built-in digital signal processor
• A telephone* with a mute button to be utilized during training, team meetings, and individual coaching and technical support sessions.
• Power Bar/Surge Protector that is UL 1449 Recognized – This will assist in protecting equipment plugged into the power bar, in the event of an electrical storm or power surge.

THE MOST SUCCESSFUL AGENTS

WITHIN THIS PROGRAM GENERALLY POSSESS:

• Extensive customer interaction/soft skill experience, with emphasis on closing sale opportunities
• Ability to develop customer rapport and overcome objections
• Thorough knowledge of client products, services, and systems
• Teamwork orientated, with mentoring skills and a willingness to help others
• Excellent communication skills and excellent attention to details
• Best practices for goal-setting within a goal-oriented sales program
• Tolerance for repetitive work in a fast-paced, high production work environment
• Personal attributes that include reliability, professionalism, ability to work independently, positive attitude, and ability to remain calm in stressful situations
• Flexibility in accepting schedule changes

REQUIREMENTS OF THIS POSITION INCLUDE:

• High school diploma or equivalent experience.
• Must pass a background check and drug test
• Minimum six months in/out-bound sales and/or call-center experience preferred
• Proficient computer skills, including experience operating within a Windows environment and internet navigation skills
• Ability to perform light hand activity work at a computer/telephone station in an office environment.
• Ability to communicate in a clear and effective manner, both verbally and in writing
• Basic sales skills which include (but not limited to) active listening, rapport building, conversational probing for needs, recommending/presenting, closing, and overcoming objections
• Basic customer service skills and abilities to adapt to customer situations which include (but not limited to) use of soft skills, express empathy, express willingness to help and take ownership, and first-call resolution
• Able to work a varying work schedule and/or overtime as required (based on client need)

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 employees option, as long as such activity does not detract from the employees work, or interfere with other employees.

*Please note all monthly telephone and internet charges are the responsibility of the employee and are not reimbursed by Convergys.