Convergys Customer Service, Sales, and Travel Memberships Guide in Cedar City, Utah
Customer Service, Sales, and Travel Memberships Guide
The Customer Support Associate I 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 routine problems regarding client's product or services.
DIMENSION & SCOPE:
Successful candidates will combine sales skills and customer service skills to assist members with planning resort vacations, advising members on benefits, offering members special offers and promotions, renewing memberships, and depositing timeshare weeks. As an average, Guides handle 7 – 10 calls per hour. They must be able to educate members on the use and benefits of the program and work with members to meet their vacation needs.
PRIMARY DUTIES AND RESPONSIBILITIES:
Interface with customers via inbound calls for the purpose of selling complex products and services. Responsibilities include processing customer orders and sales; providing and receiving various information; selling client products plus handling miscellaneous customer service and general information calls via the phone or Internet. Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs. Maintain broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training. Responsible for achieving specific sales business targets and maximizing sales opportunities on each and every call. Place and/or receive customer inquiries that may require deviation from a script or sales flow process. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Provide answers and/or advice to customers based on their particular requirements and customer profile. Update customer records. Troubleshoot research and analyze customer problems with installation, billing, service upgrades/downgrades and disconnects.
EDUCATION AND EXPERIENCE:
High school diploma or equivalent required. One year of customer service and/or sales experience preferred.
Strong sales closure techniques, confidence in products and advocate skills. Courteous with strong customer service orientation. Strong communication, multi-tasking, negotiation skills required. Strong computer navigation skills and PC Knowledge Ability to remain calm under pressure and work in a concise, clear and focused manner Must be flexible with the ability to adapt to changes and think conceptually. Ability to learn. Tolerance for repetitive work in a fast paced environment Ability to work as a team member, as well as independently Dependable with proficient attention to detail. Willingness to rotate shifts, as needed
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.
Please note: any correspondence regarding a Convergys opportunity, interview, or job offer will come from an official company email address. Be sure to verify the email address in the mailto: section to confirm that it is an official Convergys email address (mailto: email@example.com ).
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, Cedar City, UT
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