Customer Service Representative - Austin, TX

Kedia Corporation; Austin (TX); On-site; USD 30,000 - 50,000; Full time

Job summary

A dynamic service solutions company in Austin, TX is seeking a Customer Service Representative to provide top-tier support to clients. The role entails conference with customers to assist with inquiries, managing records of interactions, and resolving billing or service complaints effectively. Candidates should possess strong communication and problem-solving skills. This opportunity is ideal for those passionate about delivering exceptional customer experiences in a fast-paced environment.

Qualifications

• Strong verbal and written communication skills.
• Ability to handle customer queries and complaints effectively.
• Familiarity with customer service software and technology.

Responsibilities

• Confer with customers to provide information about products and services.
• Keep records of customer interactions and transactions.
• Resolve customer service or billing complaints.

Skills

Active Listening

Service Orientation

Critical Thinking

Negotiation

Reading Comprehension

Tools

Contact center software

Customer relationship management (CRM) software

Spreadsheet software

Job description

Customer Service Representative - Austin, TX

Contract

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.

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

Tools used in this occupation:

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

Technology

Technology used in this occupation:

• 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

Knowledge areas relevant to this occupation include:

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. Includes customer needs assessment, quality standards, and customer satisfaction evaluation.
• Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, records management, and office terminology.
• English Language — Knowledge of the structure and content of the English language, including spelling, grammar, and usage.

Skills

• Active Listening — Giving full attention to what others are saying, understanding points, and asking appropriate questions.
• Speaking — Effectively conveying information to others.
• Service Orientation — Proactively helping others.
• Persuasion — Persuading others to change opinions or behavior.
• Reading Comprehension — Understanding written material related to work.
• Critical Thinking — Evaluating information to identify strengths and weaknesses of solutions.
• Writing — Communicating effectively in writing for the audience.
• Coordination — Aligning actions with others.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Negotiation — Reaching agreement among parties.

Abilities

• Oral Comprehension — Listening to and understanding spoken information.
• Oral Expression — Communicating information effectively in speech.
• Speech Clarity — Speaking clearly so others can understand you.
• Speech Recognition — Understanding spoken words.
• Written Expression — Writing clearly for the audience.
• Near Vision — Seeing details at close range.
• Problem Sensitivity — Recognizing when something is wrong or likely to go wrong.
• Deductive Reasoning — Applying general rules to specific problems.
• Inductive Reasoning — Forming general rules from pieces of information.

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