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Executive Representative#CNXJOBS

Req #: CNX00046559
Location: Pittsford, NY US
Job Category: CRM


TITLE:  Executive Representative

Job Type: Full Time / Non-Exempt

Location:  3750 Monroe Ave, Pittsford, NY 14534

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 escalation experience?   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!”


Job Description:


The Executive representative position is responsible for managing escalated contacts received through the contact center.The individual will have strong negotiation skills and advanced  customer service skills in managing and resolving escalated consumer issues. The Agent ensures proper consumer handling of contacts  while performing assigned functions according to      standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The escalation     agent will work an assigned shift, which may have varying start times.

       Manage and respond to inbound contacts, returns call received offline using escalation documented procedures, available tools and supplied information to assess consumers’  needs           and  handle/route accordingly to the satisfaction of the consumer

       Resolve consumer questions and concerns through active listening, communicating clearly and demonstrating empathy

       Creates and updates cases within supplied Customer Relationship Management (CRM) system,Documents problem definition and escalation processes

       Review and research customer's inquiry to resolve issues that are non-routine in nature and gather information in order to determine the most appropriate response to the customer.

       Provides customers with follow-up action to be taken and documents in CRM

       Reporting of escalated contacts to senior management. Escalates to internal and external persons in accordance with standard operations procedures  when appropriate Remains                 knowledgeable of performance requirements, brands/product and process documentation.  Maintain a professional and calm demeanor,Maintains awareness of and compliance with all         Concentrix personnel policies,Achieves specified performance goals and knowledge of all tools used in the process.  Strong interpersonal skills, ability to establish and maintain effective working  relationships with initial call handling team and entire floor team and client.  Ability to handle stressful situations and bond professionally with frustrated customers and negotiation skills














What we're looking for: 


Exceptional Customer service escalation skills required 

  •   Experienced 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
  •   Knowledge of PC and software applications including Microsoft Excel, Word and Outlook
  •   Ability to handle all type of client escalations
  •  Customer service orientation/skills and 3+ years 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 escalated description of problem; interpret, summarize, document and ability to calm consumer down through advanced negotiating and resolution skills
  • Strong interpersonal skills, ability to establish and maintain effective working relationships with initial call handling team and entire floor team and client
  •  Ability to handle stressful situations and bond professionally with frustrated customers
  • Negotiation skills


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







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