Intuit Powered by Convergys (Experienced Professional)

Employer
Convergys
Location
Phoenix, AZ
Posted
Apr 11, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe


Job Description

Things you'll do as a REP:

The Service and Support Representative role will work with financial software online and its adjacent products such as Payroll and Payments. This role is responsible for delivering and continually improving care experiences for financial software Online customers. The person selected to work in this role will work with customers to resolve technical issues while providing world-class customer service. They will also have the opportunity to partner with members of the engineering, product management, customer support and marketing teams.

Our new vision for customer care is to create a consistently delightful customer experience through a culture of customer-centric thinking that will dramatically impact our Net Promoter Score and drive revenue growth. We are embarking on a major cultural shift to delight customers by solving their problems while demonstrating that we care.

Come join the financial software online Team as a Support Representative.

Responsibilities:
  • Resolve customer inquiries by phone, chat or email.
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.
  • Do the right thing for the customer. Ensure that they have the tools and knowledge they need to run their business.
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.
  • Must possess basic computer skills including MS Office Suite.
  • Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction
  • Detail oriented, the ability to properly document and create customer call notes in a computer system using multiple screens of data.
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
  • Ability to manage multiple priorities within a fast paced and high volume environment.
  • Ability to work in a team environment.
  • High School or GED required.

We need strong ability to root cause, utilize multiple systems, deescalate customers, and provide a resolution / solution to the customers concern.

We are excited to announce that Convergys has completed its acquisition of Stream, creating a world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries. Both companies are known for providing exceptional service. Now, combining the best assets of each, we offer greater expertise and services for our clients and many more career opportunities for our talented employees.Clients and customers around the globe can now benefit from our expanded geographic footprint, language capabilities, and breadth and depth of services.

Skills/ Requirements

To be successful one should possess the following: •

Skill in providing an exceptional customer experience. • Skill in verbal and written communication to analyze, interpret and address customer needs. • Knowledge of a Windows O/S (98, 2000, XP and ME) and Internet; Basic PC knowledge preferred. • Ability to work in a time critical environment. • Ability to be flexible and quickly adapt to changing business needs and processes. • Ability and willingness to provide pre-sales support. • Ability to promote and sell products or services. • Able to speak with customers in a calm, enthusiastic and friendly tone of voice. • High school diploma or equivalent education or experience may be substituted

EEO/Vet/Disabled

Company Description
Convergys is a $3 billion dollar company with offices world-wide. We are a resourceful, industry leading organization, where ingenuity and caring employees help transform customers into our clients' fans.

We are the "Provider of Choice" to some of the world's leading technology, computing, retail, telecommunications, entertainment/media, and financial services companies.This translates into exciting perks and opportunities for you!

Convergys Associates enjoy full-time hours, very competitive rates of pay, benefits, an ERP program, a RRSP contribution plan (a.k.a. free money for retirement!!), BONUS earnings - and an awesome working environment! Convergys is an EEO/AA/M/F/Vet/Disability Employer.


Phoenix, AZ

972d2fd514

Mon, 10 Apr 2017 14:26:50 PDT

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