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Contact Center Representative

06/19/2019Call Center
Job Location: Phoenix, AZ
Metro Area: AZ - Phoenix
Company Name: Concentrix formerly Convergys
Phoenix, AZ
Concentrix formerly Convergys
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Concentrix formerly Convergys Career Site
Essential Functions/Core Responsibilities

• Achieve specific sales targets and maximizing sale opportunities on each and every call

• Use script and/or probing techniques to determine customer needs and offer the most appropriate product or service to address their needs

• Maintain broad knowledge of products, pricing, promotions, and procedures

• Ensure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’)

• 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 understanding, use tools and resources to appropriately provide resolution to the customer

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and sales performance

• Answer billing questions by talking through components of customer accounts

Candidate Profile

• High school diploma with a minimum of three to six months of sales experience preferred or relevant technical experience

• Courteous with strong customer service orientation

• Strong communication and negotiation skills required

• Ability to effectively communicate, both written and verbally

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Basic computer navigation skills and PC Knowledge

• 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

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Able to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required

For the Technical II position:

• Achieve and maintain recognized and applicable technical certification(s)

• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)

• Advanced knowledge of client technical systems

*Job requirements may vary by country and will not contravene any local laws

*Background check is required and drug screen 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.


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.

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

Candidates Must apply via our web site.

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