Customer Service Representative - Georgetown, KY

Kedia Corporation; Georgetown (KY); On-site; USD 30,000 - 40,000; Full time

Job summary

A global business services provider seeks a Customer Service Representative in Georgetown, KY. The role involves interfacing with customers to provide information about products, resolving issues, and managing customer interactions. The ideal candidate will have strong communication skills, problem-solving abilities, and familiarity with CRM software. This position offers growth opportunities in a dynamic environment.

Qualifications

• Excellent listening skills to understand customer needs.
• Strong verbal communication skills.
• Ability to resolve complaints effectively.
• Experience in using CRM and contact center software.

Responsibilities

• Confer with customers to provide information about products.
• Keep records of customer interactions.
• Resolve customers' billing complaints.
• Determine charges for services requested.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Customer relationship management CRM software

Contact center software

Spreadsheet software

Autodialers

Automated attendant systems

Job description

Customer Service Representative - Georgetown, KY

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

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; 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

Knowledge — Customer and Personal Service; Clerical; English Language

Skills

• Active Listening — Giving full attention to what other people are saying, understanding the points, asking questions as appropriate, 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 solutions.
• Writing — Communicating effectively in writing 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 reconciling differences.

Abilities

• Oral Comprehension — Listen to and understand information presented through spoken words.
• Oral Expression — Communicate information and ideas in speaking so others understand you.
• Speech Clarity — Speak clearly so others can understand you.
• Speech Recognition — Identify and understand the speech of another person.
• Written Expression — Communicate information and ideas in writing so others understand.
• Near Vision — See details at close range.
• Problem Sensitivity — Tell when something is wrong or likely to go wrong.
• Written Comprehension — Read and understand information presented in writing.
• Deductive Reasoning — Apply general rules to specific problems.
• Inductive Reasoning — Combine pieces of information to form general rules or conclusions.

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