Customer Service Representative - Fishers, IN

Kedia Corporation; Fishers (IN); On-site; USD 35,000 - 45,000; Full time

Job summary

A global business services provider is hiring a Customer Service Representative in Fishers, Indiana. The role involves handling customer inquiries, resolving complaints, and utilizing various technologies to ensure customer satisfaction. Qualified candidates will have active listening skills, critical thinking abilities, and proficiency in customer service tools. This position requires strong communication skills and attention to detail, making it ideal for individuals seeking to contribute positively to customer experiences.

Qualifications

• Proficient in active listening and service orientation.
• Strong problem-solving and critical thinking abilities.
• Experience with customer service tools and technologies.

Responsibilities

• Provide information about products or services to customers.
• Keep records of customer interactions and transactions.
• Resolve customer complaints regarding services or billing.

Skills

Active Listening

Service Orientation

Critical Thinking

Writing

Social Perceptiveness

Tools

Autodialing systems

CRM software

Microsoft Excel

Job description

Customer Service Representative - Fishers, IN

Contract position at Kedia Corporation, a global business services provider focused on innovative, customer‑centered solutions.

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 determine possible causes, such as extreme weather conditions that could increase utility bills.

Tools

• 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 & Qualifications

• Active Listening, Speaking, Service Orientation, Persuasion, Reading Comprehension, Critical Thinking, Writing, Coordination, Social Perceptiveness, Negotiation
• Oral and written comprehension and expression; speech clarity and recognition
• Near vision for detail‑oriented work; problem sensitivity
• Deductive and inductive reasoning capabilities
• Administrative knowledge (clerical, file & records management, word processing)
• English language proficiency (structure, composition, grammar)
• Experience with customer service tools and technologies as listed above

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.