Customer Service Representative - Clovis, NM

Kedia Corporation; Clovis (NM); On-site; USD 30,000 - 40,000; Full time

Job summary

A dynamic service organization in Clovis, NM is seeking a Customer Service Representative. The ideal candidate will engage with customers, handle inquiries, and resolve issues effectively. Responsibilities include providing customer information, maintaining records of interactions, and ensuring customer satisfaction. Key skills include active listening and service orientation. Join this fast-paced team to empower users and innovate in business services.

Responsibilities

• Provide information about products or services to customers.
• Record details of inquiries, complaints, or comments.
• Ensure appropriate changes were made to resolve customer problems.
• Determine charges for requested services and collect payments.
• Refer unresolved grievances to designated departments.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Autodialers

CRM Software

Microsoft Excel

Job description

Customer Service Representative - Clovis, NM

Contract

Overview

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 — 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 Areas

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

Skills

• Active Listening — Giving full attention to what others are saying, understanding points, asking questions, and not interrupting at inappropriate times.
• Speaking — Communicating information effectively to others.
• 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 documents.
• Critical Thinking — Using logic and reasoning to identify strengths and weaknesses of solutions.
• Writing — Communicating effectively in writing as needed.
• Coordination — Adjusting actions in relation to others.
• Social Perceptiveness — Awareness of others\' reactions and why they react as they do.
• Negotiation — Bringing others together and reconciling differences.

Abilities

• Oral Comprehension — Listening to and understanding spoken information.
• Oral Expression — Communicating information verbally so others understand.
• Speech Clarity — Speaking clearly for understanding.
• Speech Recognition — Identifying and understanding spoken words.
• Written Expression — Communicating ideas in writing.
• Near Vision — Seeing details at close range.
• Problem Sensitivity — Recognizing when something is wrong or likely to go wrong.
• Written Comprehension — Reading and understanding written information.
• Deductive Reasoning — Applying general rules to specific problems.
• Inductive Reasoning — Forming general rules from information.

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