Customer Service Representative - Bend, OR

Kedia Corporation; Bend (OR); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading technology services provider in Oregon is seeking a Customer Service Representative to handle inquiries and complaints effectively. The role involves using advanced technology, such as CRM software and autodialers, to provide exceptional service to customers. Ideal candidates should have strong communication and problem-solving skills, along with a thorough understanding of customer service principles. Join us in creating a seamless experience for our customers while thriving in a dynamic work environment.

Qualifications

• Knowledge of customer service principles and processes.
• Experience with CRM software and technology.
• Effective communication and problem-solving skills.

Responsibilities

• Provide information about products or services to customers.
• Keep records of customer interactions and transactions.
• Resolve customer service or billing complaints effectively.
• Determine charges for services requested.

Skills

Customer service principles

Communication skills

Problem-solving skills

Tools

Autodialers

Customer relationship management (CRM) software

Electronic mail software

Spreadsheet software

Job description

Company Description

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

Job Description

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 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 — Calling line identification equipment; Dialed number identification systems (DNIS)

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 in this occupation includes

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Additional Information

• 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.