Customer Service Representative - Hilo, HI

Kedia Corporation; Hilo (HI); On-site; USD 30,000 - 40,000; Full time

Job summary

A global service provider is seeking a Customer Service Representative for their Hilo, HI location. The role involves providing information to customers, resolving complaints, and maintaining records. Ideal candidates should have strong customer service skills, be familiar with CRM tools, and be capable of effective communication. A fast-paced and empowering environment is offered, where employees are encouraged to innovate and grow in the business services field.

Qualifications

• Knowledge of principles and processes for providing customer service.
• Ability to communicate clearly and effectively.
• Experience with CRM software and contact center technology.

Responsibilities

• Provide information to customers by telephone or in person.
• Keep records of customer interactions and transactions.
• Resolve customers' service or billing complaints.
• Review insurance policy terms to determine coverage.

Skills

Customer and Personal Service

Active Listening

Service Orientation

Critical Thinking

Communication

Tools

Avaya software

Microsoft Excel

Job description

Customer Service Representative - Hilo, HI

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 and Technology

• 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

Knowledge And Abilities

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services, including needs assessment and satisfaction evaluation.
• Clerical — Knowledge of administrative and clerical procedures and systems.
• English Language — Knowledge of structure and content of the English language.
• Active Listening
• Speaking
• Service Orientation
• Persuasion
• Reading Comprehension
• Critical Thinking
• Writing
• Coordination
• Social Perceptiveness
• Negotiation
• Oral Comprehension
• Oral Expression
• Speech Clarity
• Speech Recognition
• Written Expression
• Near Vision
• Problem Sensitivity
• Written Comprehension
• Deductive Reasoning
• Inductive Reasoning

Application

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.