Customer Service Representative - Conway, AR

Kedia Corporation; Conway (AR); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Growth opportunities

Challenging work environment

Job summary

A leading corporation in Conway, AR is looking for a Customer Service Representative dedicated to enhancing customer experiences. The role involves answering queries, resolving complaints, and maintaining records while employing various technology and tools. Candidates should possess strong communication skills and a customer-oriented approach. This position promises growth in a dynamic work environment, suitable for individuals eager to develop their capabilities in business services.

Qualifications

• Minimum 1 year of experience in customer service roles.
• Strong problem-solving skills and ability to work in fast-paced environments.
• Familiarity with contact center operations and software.

Responsibilities

• Provide information about products or services by contacting customers.
• Keep records of customer interactions and transactions.
• Resolve customers' service or billing complaints effectively.

Skills

Active Listening

Speaking

Service Orientation

Reading Comprehension

Critical Thinking

Negotiation

Tools

Contact center software

CRM software

Spreadsheet software

Job description

Customer Service Representative - Conway, AR

Type: Contract

Kedia Corporation connects people with what they want on a global scale. We are committed through the 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 the validity of complaints and 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

Additional Skills

• Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services, including needs assessment, quality standards, and customer satisfaction evaluation.
• 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.
• English Language – Knowledge of the structure and content of the English language, including spelling, rules of composition, and grammar.

Core Skills and Abilities

• Active Listening – Giving full attention to what other people are saying, understanding points, asking questions, and not interrupting at inappropriate times.
• Speaking – Talking to others to convey information effectively.
• 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‑related documents.
• Critical Thinking – Using logic and reasoning to identify strengths and weaknesses of alternative solutions.
• Writing – Communicating effectively in writing as appropriate for the audience.
• Coordination – Adjusting actions in relation to others’ actions.
• Social Perceptiveness – Being aware of others’ reactions and understanding why they react as they do.
• Negotiation – Bringing others together and trying to reconcile differences.
• Oral Comprehension – Understanding information presented through spoken words and sentences.
• Oral Expression – Communicating information and ideas in speaking so others understand.
• Speech Clarity – Speaking clearly so others can understand you.
• Speech Recognition – Identifying and understanding the speech of another person.
• Written Expression – Communicating information and ideas in writing so others understand.
• Near Vision – Seeing details at close range (within a few feet of the observer).
• Problem Sensitivity – Recognizing when something is wrong or likely to go wrong.
• Written Comprehension – Reading and understanding information presented in writing.
• Deductive Reasoning – Applying general rules to specific problems to produce sensible answers.
• Inductive Reasoning – Combining pieces of information to form general rules or conclusions.

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.