Customer Service Representative (On-Site)

Job Title

Customer Service Representative (On-Site)

Job Description

The Advisor II, Customer Service 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 non-routine problems regarding client's product or services.

Bilingual candidates encouraged to apply!

Essential Functions/Core Responsibilities

• 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 resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
• 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 broad 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
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
  
  

Candidate Profile

• High school diploma with six plus months of customer service experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Ability to learn including strong problem solving skills
• Dependable with proficient 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
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• *Job requirements may vary by country and will not contravene any local laws
• Bilingual candidates encouraged to apply!
  
  

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.

Supplemental Geographical Information

This is an ON-SITE Position.

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.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location

USA, Laredo, TX

Language Requirements

English

Time Type

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Eligibility to Work

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

Where Job May be Performed

Currently, this position may be performed only in the states listed here.

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish
  
  

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.