Customer Care Representative


Customer Care Representative

  • Mission:  We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.
  • About Concentrix:  We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities

Due to COVID-19 this position requires you to work REMOTE and ONSITE.  The position will start training in a work from home environment and if/when the impact of COVID-19 decreases, and companies are allowed to resume to their normal business, the position will move to our onsite facility in Jacksonville FL.

Essential Functions/Core Responsibilities  


• 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/or sales performance

• Use non-scripted 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


• Answer billing questions by talking through components of customer accounts when required

• Responsible for achieving specific metrics and maximizing sale opportunities when applicable


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


Candidate Profile  

• High school diploma with six months of customer service/sales experience preferred


• 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


• Strong computer navigation skills and PC Knowledge


• Ability to learn and think conceptually


• 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


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


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 equal opportunity employer and complies with all fair employment practices laws. We are committed to providing a workplace free from unlawful discrimination and harassment and prohibit the same against employees, applicants or other covered persons by co-workers, supervisors, managers, or third parties based on a person's race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, veteran status, disability unrelated to job requirements, ethnicity, genetic information, military service, union membership, political affiliation, marital status pregnancy or other protected status