Customer Service Agent

WHO IS TELVISTA? Have you ever bought a new computer and needed help getting it working? Or had a question about your phone bill? Telvista helps hundreds of thousands of customers every week, on behalf of other companies, with issues like these and many more. In 2007 Telvista answered over 21 million phone calls in the US, and millions more in Mexico, where the company also has bilingual operations. Telvista provides outsourced contact centers and related business services that make contact centers excel. Much more about Telvista is available at www.telvista.com.WHY WORK AT TELVISTA... Start a career... Those taking the first step can benefit from Telvista’s paid training (for agent positions), tuition reimbursement, and positive work environment. Let us help your career get off to a good start.Restart a career... Re-entering the workforce? Telvista’s tuition reimbursement program and positive work environment can help you reach your goals! Talented and motivated Telvista agents can move up to jobs in IT, account management, training, quality assurance, sales, marketing, call center operations management, and other disciplines.Move up in your career... Serving our Fortune 1000 clients offers rewarding challenges for seasoned professionals. Our company is international, multi-cultural, and growing. We offer you a career with mobility and the chance to make a difference. WHAT TELVISTA OFFERS Great benefits are available to eligible team members, such as...Company sponsored Medical, Dental, Basic Life, and Short-term Disability insurance coverage. Insurance options for Vision, Long-Term Disability, and Life / Accidental Death & Dismemberment. 401k plus company match! Medical Flexible Spending Accounts to help you make many medical-related purchases on a pre-tax basis! Dependent Care Flexible Spending Accounts to help you pay some dependent care expenses on a pre-tax basis! Tuition Reimbursement both for college degree programs and training certification such as A+ and MCSE! Paid training is offered for new call center agents and those moving up into supervisory roles. Other opportunities to learn are also available. Paid holidays including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day! A generous Paid Time Off program. And other voluntary benefits such as Motor Club and Pre-Paid Legal.WE WISH YOU EVERY SUCCESS IN YOUR CAREER AND JOB SEARCH! Telvista, Inc. promotes a drug-free workspace. Employment with Telvista is contingent upon results of a drug screen, background check, and verification of eligibility to work in the US. Telvista, Inc. is an Equal Opportunity Employer. Customer Service AgentJob Summary: Provide customer service via phone, chat and email on client specific issues while accurately capturing all related information in the proper client relationship management database, determine correct offer for customer and solicit order for services over the telephone by performing the following duties.Essential Duties and Responsibilities include the following.  Other duties may be assigned. Answers incoming telephone calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner. Logs on and off customer care system. Receives calls from prospective customers and explains service offered. Informs current and prospective customers of promotions and new or upgraded products. Quotes prices and encourages customers to buy. Explains product options and related charges clearly and concisely. Uses product information, client tools, scripting, and rebuttals to overcome resistance. Secures and places orders. Enters relevant customer payment information into computer database system. Accesses account files, takes orders and processes orders. Asks appropriate questions and gathers information to determine customer needs. Enters alpha and numeric data via computer keyboard into an automated system accurately. Uses client specific reference materials and customer service skills. Handles difficult and/or sensitive questions and emotional customers while maintaining professional demeanor. Supervisory Responsibilities:  This job has no supervisory responsibilities.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.Qualifications:  The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job. Competencies and Skills:  6 months customer service experience.  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write straightforward explanations, routine reports and correspondence.  Ability to ask effective questions and present information clearly and concisely.  Able to effectively and clearly communicate with proper grammar and vocabulary.  Ability to demonstrate empathy and understanding a customer's issue or question.  Able to handle sensitive and emotionally escalated calls and situations that require empathetic responses.  Must have consultative sales skills to assist in explaining product benefits and features, overcoming objections, and closing sales.  Must be adaptable to unforeseen situations, keep focus on the customer and make empowered decisions with integrity, empathy and compassion.  Computer Skills:  Ability to listen and respond while keying into automated system.  Ability to learn to navigate client specific screens in a Windows environmentTo Apply:  www.telvista.com