Customer Service Representative - Duluth, MN

Kedia Corporation; Duluth (MN); On-site; USD 34,000 - 45,000; Full time

Job summary

A global service provider in Duluth, MN is seeking a Customer Service Representative to enhance user experiences through innovative solutions. Responsibilities include assisting customers with inquiries, resolving complaints, and maintaining records. Ideal candidates will possess strong communication and clerical skills, along with the ability to effectively utilize various customer service tools. The role offers a fast-paced work environment focused on growth and development.

Responsibilities

• Confer with customers to provide information about products or services.
• Keep records of customer interactions or transactions.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services, collect payments, or arrange billing.
• Refer unresolved customer grievances to designated departments.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Education

Knowledge of Customer and Personal Service

Clerical skills

English Language knowledge

Tools

Autodialers

Automated attendant systems

Automatic call distributor (ACD)

Scanners

Standalone telephone caller identification

Contact center software

Customer relationship management (CRM) software

Electronic mail software

Network conferencing software

Spreadsheet software

Job description

Customer Service Representative - Duluth, MN

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

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

• 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

Qualifications

• Knowledge of Customer and Personal Service
• Clerical skills
• English Language knowledge

Skills

• Active Listening
• Speaking
• Service Orientation
• Persuasion
• Reading Comprehension
• Critical Thinking
• Writing
• Coordination
• Social Perceptiveness
• Negotiation

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.