Customer Service Representative - Carmel, IN

Kedia Corporation; Gary (IN); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading corporation in the United States is seeking a Customer Service Representative to support a challenging and growth-oriented environment. The role involves interacting with customers, resolving inquiries, and managing service or billing complaints. Candidates should possess strong communication skills and the ability to use various software and tools effectively. This position offers an opportunity to innovate within the business services field and contribute to exceptional user experiences.

Qualifications

• Experience in customer service roles required.
• Knowledge of customer relationship management principles necessary.
• Ability to resolve complaints effectively.

Responsibilities

• Confer with customers by telephone or in person.
• Keep records of customer interactions.
• Resolve customers’ service or billing complaints.

Skills

Active Listening

Service Orientation

Critical Thinking

Writing

Negotiation

Tools

Contact center software

CRM software

Microsoft Excel

Job description

Customer Service Representative - Carmel, IN

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

Tasks

• 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

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.

Clerical— Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

English Language— Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Skills and Abilities

• 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

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.