Customer Service Representative - Anchorage, AK

Kedia Corporation; Anchorage (AK); On-site; USD 35,000 - 50,000; Full time

Job summary

A customer service provider in Anchorage, AK is seeking a Customer Service Representative to engage with clients, resolve queries, and process orders. The ideal candidate should possess strong communication skills and be adept with various customer management technologies. Responsibilities include assisting customers via calls, managing records of interactions, and addressing complaints to ensure satisfaction. This role offers a dynamic and fast-paced environment where you can hone your skills and grow within the company.

Responsibilities

• Confer with customers to provide information about products or services.
• Keep records of customer interactions and transactions.
• Check to ensure appropriate changes were made to resolve customers' problems.
• Determine charges for services requested.
• Refer unresolved customer grievances to designated departments.
• Review insurance policy terms for claims coverage.
• Contact customers to respond to inquiries.
• Resolve billing complaints by performing actions such as refunds or adjustments.
• Compare disputed merchandise with original requisitions for returns.
• Obtain and examine information to validate complaints.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Oral Comprehension

Oral Expression

Speech Clarity

Speech Recognition

Written Expression

Near Vision

Problem Sensitivity

Written Comprehension

Deductive Reasoning

Inductive Reasoning

Tools

Autodialers

Automated attendant systems

Automatic call distributor (ACD)

Scanners

Standalone telephone caller identification

Contact center software

Customer relationship management (CRM) software

Electronic mail software

Network conferencing software

Spreadsheet software

Job description

Customer Service Representative - Anchorage, AK

Kedia Corporation connects people with what they want on a global scale. We are committed through use of innovation to create exceptional user experiences. Kedia is engineering. Using cutting edge techniques, we have defined the way business will continue future operations. Our company provides a challenging, fast paced, and growth oriented foundation to develop and empower people to innovate in the business services field.

Primary Responsibilities

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.


• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.


• Check to ensure that appropriate changes were made to resolve customers' problems.


• Determine charges for services requested, collect deposits or payments, or arrange for billing.


• Refer unresolved customer grievances to designated departments for further investigation.


• Review insurance policy terms to determine whether a particular loss is covered by insurance.


• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.


• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.


• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.


• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

Tools

• Autodialers – Autodialing systems; Predictive dialers


• Automated attendant systems – Voice broadcasting systems


• Automatic call distributor (ACD) – Automatic call distribution ACD system


• Scanners


• Standalone telephone caller identification – Calling line identification equipment; Dialed number identification systems (DNIS)

Technology

• Contact center software – Avaya software; Multi‑channel contact center software; Timpani Contact Center; Timpani Email


• Customer relationship management (CRM) software – Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e‑CRM


• Electronic mail software – Astute Solutions PowerCenter; IBM Lotus Notes; Microsoft Outlook


• Network conferencing software – Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat


• Spreadsheet software – Microsoft Excel Knowledge

Critical Skills

• Active Listening – Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.


• Speaking – Talking to others to convey information effectively.


• Service Orientation – Actively looking for ways to help people.


• Persuasion – Persuading others to change their minds or behavior.


• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.


• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.


• Writing – Communicating effectively in writing as appropriate for the needs of the audience.


• Coordination – Adjusting actions in relation to others' actions.


• Social Perceptiveness – Being aware of others' reactions and understanding why they react as they do.


• Negotiation – Bringing others together and trying to reconcile differences.


• Oral Comprehension – Ability to listen to and understand information and ideas presented through spoken words and sentences.


• Oral Expression – Ability to communicate information and ideas in speaking so others will understand.


• Speech Clarity – Ability to speak clearly so others can understand you.


• Speech Recognition – Ability to identify and understand the speech of another person.


• Written Expression – Ability to communicate information and ideas in writing so others will understand.


• Near Vision – Ability to see details at close range (within a few feet of the observer).


• Problem Sensitivity – Ability to tell when something is wrong or is likely to go wrong.


• Written Comprehension – Ability to read and understand information and ideas presented in writing.


• Deductive Reasoning – Ability to apply general rules to specific problems to produce answers that make sense.


• Inductive Reasoning – Ability to combine pieces of information to form general rules or conclusions.

If this sounds like the right job for you, then use the button below to submit your resume. We look forward to receiving your application.