Customer Service Representative - Casper, WI

Kedia Corporation; Casper (WY); On-site; USD 35,000 - 50,000; Full time

Job summary

A customer service company is looking for a Customer Service Representative in Casper, WY. The role involves direct customer interactions, issue resolution, and maintaining records. Applicants should possess strong communication skills and a solid understanding of customer service principles. If you enjoy helping people and have the ability to resolve issues efficiently, this position offers a fast-paced work environment with opportunities for growth.

Qualifications

• Knowledge of customer service principles and good communication skills.
• Ability to handle inquiries effectively and efficiently.
• Experience with customer interaction and complaint resolution.

Responsibilities

• Provide information about products/services and handle customer inquiries.
• Maintain records of customer interactions and process necessary adjustments.
• Resolve customer billing complaints and provide excellent service.

Skills

Active Listening

Service Orientation

Communication

Problem Sensitivity

Tools

Avaya software

Microsoft Excel

CRM software

Job description

Customer Service Representative - Casper, WI

• 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

Overview

Responsibilities and qualifications for this role include direct customer interactions, information provision, order entry or cancellation, issue resolution, and handling inquiries related to products and services. The role also involves maintaining records of customer interactions and processing billing or adjustments as needed. The position emphasizes service quality and customer satisfaction.

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 and Technology

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, Skills, and Abilities

• Customer Service Knowledge — Knowledge of principles and processes for providing customer and personal services, including needs assessment and evaluating customer satisfaction.
• Clerical — Knowledge of administrative and clerical procedures and systems (word processing, records management, etc.).
• English Language — Knowledge of English structure, spelling, grammar.

Skills

• Active Listening — Giving full attention to what others are saying, understanding points, asking appropriate questions.
• Speaking — Conveying information effectively.
• Service Orientation — Actively looking for ways to help people.
• Persuasion — Persuading others to change their minds or behavior.
• Reading Comprehension — Understanding written material relevant to work.
• Critical Thinking — Analyzing and evaluating information to solve problems.
• Writing — Communicating effectively in writing.
• Coordination — Coordinating actions with others.
• Social Perceptiveness — Awareness of others' reactions and understanding why they react as they do.
• Negotiation — Bringing others together and reconciling differences.

• Oral Comprehension — Ability to listen and understand spoken information.
• Oral Expression — Ability to communicate information verbally.
• Speech Clarity — Ability to speak clearly so others can understand.
• Speech Recognition — Ability to identify and understand spoken words.
• Written Expression — Ability to write clearly and effectively.
• Near Vision — Ability to see details at close range.
• Problem Sensitivity — Ability to tell when something is wrong or likely to go wrong.
• Written Comprehension — Ability to read and understand written information.
• Deductive Reasoning — Applying general rules to specific problems.
• Inductive Reasoning — Forming general rules from 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.