Customer Service Representative - Enterprise, NV

Kedia Corporation; Enterprise (NV); On-site; USD 35,000 - 50,000; Full time

Job summary

A global company in Enterprise, NV is seeking a Customer Service Representative to handle customer inquiries and resolve issues. Candidates should possess strong communication and critical thinking skills. Responsibilities include managing customer interactions, ensuring satisfaction, and utilizing various tools like CRM software and autodialers. This position offers a dynamic work environment aimed at professional growth.

Responsibilities

• Confer with customers to provide information about products or services.
• Keep records of customer interactions or transactions.
• Ensure appropriate changes are made to resolve customer problems.
• Determine charges for services and arrange for billing.
• Review insurance policy terms to assess coverage.

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 - Enterprise, NV

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 system
• Scanners
• Standalone telephone caller identification – Calling line identification equipment; Dialed number identification systems (DNIS)

Technology

• Contact center software – Avaya; Multi-channel contact center software; Timpani Contact Center; Timpani Email
• Customer relationship management (CRM) software – Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global; 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

Skills

• Active Listening – Giving full attention to what others are saying and asking questions as appropriate.
• 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 the strengths and weaknesses of alternative solutions.
• Writing – Communicating effectively in writing as appropriate for the needs of 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 – Listening and understanding spoken information.
• Oral Expression – Communicating information in speaking.
• Speech Clarity – Speaking clearly so others can understand.
• Speech Recognition – Identifying and understanding speech of another person.
• Written Expression – Communicating information in writing.
• Near Vision – Seeing details at close range.
• Problem Sensitivity – Recognizing when something is wrong or is likely to go wrong.
• Written Comprehension – Reading and understanding information in writing.
• Deductive Reasoning – Applying general rules to specific problems to produce answers.
• Inductive Reasoning – Combining pieces of information to form general rules or conclusions.

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