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CSR - Tier 1 Agent - 04/02 Full Time in Pittsford, NY at Concentrix

Date Posted: 4/29/2018

Job Snapshot

Job Description

TITLE: CSR - Tier 1 Agent -04/02

Job Type: Full-Time- Non-Exempt

Location:  Pittsford, NY

At Concentrix we are fanatical about our staff and clients.   We are tenacious in our pursuit of excellence and of high quality service.  We’re not afraid of being bold and disruptive in the marketplace and we like shaking things up.  We take our values seriously and they are threaded into everything that we do - we are ONE CONCENTRIX.  Join us and BE the Difference for the world’s best brands!

Career Summary:  `

“Do you have a passion for handling consumer relations with negotiating resolution skills?   Concentrix is partnering with a world leader in the snack industry offering opportunities to work for the world’s favorite brands in approximately 165 countries around the world.  Our client is the world’s pre-eminent maker of snacks, with leading market shares in every category in which they compete and holds the No. 1 position globally in Biscuits, Chocolate and Candy.  There is an immediate need for agents in our Rochester, NY location!”

Customer Service Representative Description:


The position is the initial contact for consumer conversations feedback, issue resolution, records case information and data across multiple channels.  This involves troubleshooting, researching solutions, and providing resolutions to Level 1 consumer problems. The Agent ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures.  The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.

       Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer

  •        Verifies all contact information
  •        Creates cases within supplied Customer Relationship Management (CRM) system
  •        Documents problem definition
  •        Documents and logs all contacts and actions into CRM as specified in guidelines
  •        Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.
  •        Provides help and clear direction to consumers on follow-up actions to be taken for resolution
  •        Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfillment and client when appropriate 
  •        Provides customers with follow-up action to be taken and documents in CRM
  •        Remains knowledgeable of performance requirements, brands/product and process documentation
  •        Maintains awareness of and compliance with all Concentrix personnel policies
  •        Achieves specified performance goals and knowledge of all tools used in the process
  •        Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.


Job Requirements

  •        Exceptional Customer service skills required
  •        Experience in consumer relations and food/beverage support (a plus)
  •        Proficient working in a client technology provided environment with multiple applications and navigation between applications to research information
  •        Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
  •       Ability to type 35+ WPM
  •       Customer service orientation/skills and Call center experience Preferred
  •       Excellent oral and written communication skills/Professional Phone Manner
  •        Ability to communicate actions being taken for resolution based on process direction
  •        Schedule Flexibility       Aptitude to listen to caller’s description of problem; interpret, summarize and document 
  •        Strong interpersonal skills, ability to establish and maintain effective working relationships
  •        Ability to handle stressful situations and bond professionally with frustrated customers 
What we Offer:
Concentrix provides our associates with:
  • Career Pathing and Advancement Opportunities
  • Competitive salary
  • Monthly performance incentives
  • Health insurance (Eligibility requirements must be met)
The Company:

Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit

Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy

         WE Drive Results... WE Deliver Service Excellence... WE Act With Integrity... WE Are One Team