WORK FROM HOME JOB'S DIRECTORY GUIDE

 WORK FROM HOME JOB'S

DIRECTORY GUIDE

We want you to learn as much about our company and our B2B Sales Careers as you can to determine if these opportunities with Convergys will be a fit for you.

About Convergys

Convergys Corporation (NYSE: CVG) is a global leader in customer management. Convergys Business-to-Business (B2B) provides expanded sales options to our clients' business customers, including inside sales and account management, marketing campaigns, customer service, and self-service. We provide solutions that drive more value from the relationships our clients have with their customers in a variety of ways. For example, we may provide sales coverage for underserved and new markets introducing new products or services during a short term campaign, or build relationships with long tenured customers to ensure ongoing replenishment of products and/or services.

Our B2B Sales Careers

Our B2B Sales Careers offer opportunities at various levels of experience or expertise and many ways to help you grow your career. As part of our corporate responsibility we believe that our people are our greatest asset. We offer extensive training opportunities and strive to create a positive workplace that empowers our people and provides outstanding results for our clients.

Verticals served by Convergys B2B include:

• Healthcare
• Retail/Consumer Packaged Goods
• Financial
• Communications
• Technology

How our B2B Sales Careers Deliver Value

Through our B2B opportunities, you'll deliver exceptional service, value, and increased sales to not only our company as a whole, but also to our clients' professional business customers by:

• Boosting sales by optimizing selling opportunities of current and/or new products
• Growing business with new or existing customers or within underserved markets
• Strategically partnering to support end-user needs such as merchandising/advertising funds and category management
• Filling gaps in our clients' sales force
• Strengthening relationships with customers and accounts
• Improving visibility into and motivating customer account performance
• Increasing awareness of product/service performance and new promotions
• Enhancing communications with customer accounts
• Performing a wide variety of sales and support functions among many other exciting responsibilities

Training Process

Instead of throwing you into a position to "learn the ropes" yourself, our goal is to provide you with the training you need to ensure your success.

Program specific training:

• Extensive and paid!
• Full attendance is important to ensuring your success
• We offer an optimal mix of classroom and on-the-job training
• We employ a variety of training methods and mediums, such as virtual and e-learning resources
• You'll learn and build the skills necessary to appropriately perform the responsibilities of your role
• As our clients' business needs are in constant motion, we'll continually train you on important changes or updates throughout your employment
• You'll reap the benefits of our continual drive to constantly improve upon and update our training content, mediums, and processes

As part of our goal to help you learn about Convergys and our B2B Sales opportunities, we want you to have a full and clear understanding of what our B2B Sales Careers do and what you would do in these roles:

B2B Roles and Functions

Convergys B2B opportunities are some of the most complex and enjoyable roles within the company and typically fall within the following categories:

B2B Inside Sales Roles

If you have a passion and drive for sales, these roles are for you. Our inside sales positions will drive increased sales to continuously add value by building relationships with existing and/or prospective professional customer accounts.


Interface with customers to identify opportunities for promoting products or services and recommending solutions. Selling is the primary function of these roles, along with providing exceptional customer service. Goals/quotas will be assigned as designated by clients. May place outbound calls to perform sales, identify customer needs, and follow up on sales activity. May receive inbound customer service or sales calls. Although customer relations are a component, maintaining on-going relationships is not an aspect of Sales and Service roles. Based on level of position, various levels of knowledge are required (limited to extensive) about the organization, products and/or services. All level roles will require varying degrees of computer use and the ability to navigate computer systems or other relevant applications.


Interface with customers to resolve technical inquiries, identify opportunities for promoting technical products or services, and recommend solutions. Selling is the primary function of these roles, along with providing exceptional customer service in resolving technical issues. Sales representatives are responsible for completing sales of basic to complex technical products and/or services. Goals, quotas, and metrics will be assigned as designated by the client. Inquiries often require advanced troubleshooting and varying degrees of specialized technical knowledge. Maintain in-depth and broad knowledge of client products and services, procedures, pricing, and promotions. Problem resolution may require follow up contact or escalation to a higher level of expertise. All level roles will require strong computer knowledge and skills for use in navigating various applications and troubleshooting.

Interface with clients' professional business customers to perform a variety of sales activities based on level of position, assigned accounts, and channel of business (or client requirements). This could involve sales to existing client business customers, prospecting for new business, contract sales, or funds management. Express a willingness to assist account contacts and probe for information by asking open-ended questions to determine a complete understanding of the customer's needs. Act as a main point of contact for assigned accounts, providing customer service in response to account inquiries, problem resolution, and troubleshooting. Build, cultivate, and maintain ongoing professional customer relationships. Individual annual sales goals can vary by channel of business and tier, and are set in conjunction with the client. As part of a tea,; each representative must contribute to team goals by achieving daily quotas/metrics set by management while adhering to client deadlines.

Account Management Sales Roles

Interface with account contacts for purpose of selling and maintaining products and/or services and acting as a main point of contact for all account inquiries. Perform pre-call planning and preparation, which includes research data analysis and in-depth review of account information. Function as an inside sales representative in managing the sales process and selling to assigned accounts. Assess customer account needs and concerns, while resolving general customer issues. Utilize a variety of tools to develop and present a solution sale. Make customized recommendations that incorporate needs discovered and created through probing, then seek a sales opportunity based upon gathered information. Exhaust assigned book of business on a quarterly basis while meeting monthly/quarterly/annual target numbers. Navigate through multiple systems to access necessary account information while staying on-task and maintaining a conversation with the customer. Typically requires sales volume forecasting, planning, negotiation, innovation, and problem solving skills to attain goal achievement. The sales process is typically more complex and sales tend to have a longer lifecycle involving multiple contacts with accounts in closing sales/deals.

Account Management Sales Support Roles

Please see below under B2B Sales Service & Support Roles

B2B Sales Service & Support Roles

If sales isn't for you, we have a variety of opportunities on our B2B Sales programs that offer support for the sales process by supplying professional customer accounts with exceptional service and support.

Interface with customers to resolve problems with products and/or services. Customer service is the primary function of these roles. Problem resolution will involve appeasing customer dissatisfaction, handling a variety of call types, and delivering the necessary results to remedy or escalate the questions or requests of the customer. Responsible for documenting all details of customer contact, type of information requested, and response provided to customer. Requires various levels of knowledge (limited to extensive) about the organization, products and/or services based on level of position. All level roles will require varying degrees of computer use and the ability to navigate computer systems or other relevant applications.

(Similar to the above Sales & Technical Support roles, yet without the selling or sales responsibilities/goals)

Interface with customers to resolve technical inquiries, troubleshoot, and recommend solutions to customers. Technical support and troubleshooting are the primary functions of these roles, along with providing exceptional customer service in resolving technical issues. Goals, quotas, and metrics will be assigned as designated by the client. Inquiries often require advanced troubleshooting and varying degrees of specialized technical knowledge. Maintain in-depth and broad knowledge of client products and services, procedures, pricing, and promotions. Problem resolution may require follow up contact or escalation to a higher level of expertise. All level roles will require strong computer knowledge and skills for use in navigating various applications and troubleshooting.

Primary function of this role is to support sales efforts. Develop and maintain professional business relationships with assigned accounts. Create and maintain product distribution lists, customer specific forms, and fulfillment data. Provide basic telephone sales support services and customer support of specific requests. May require extensive work on Excel/Word/PDF documents, additional research, and manual data entry input. Update and maintain accurate account information and associated forms or processes/procedures.