Customer Service Representative - Houston, TX

Kedia Corporation; Houston (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading global service provider in Houston, TX is looking for a Customer Service Representative who will manage customer interactions, provide information about services, and resolve complaints efficiently. Candidates should possess strong communication skills and the ability to work in a fast-paced environment. Responsibilities include maintaining customer records and ensuring satisfaction. This position offers a dynamic workplace focused on innovation and growth.

Qualifications

• Must have excellent communication skills and respond appropriately to customer inquiries.
• Experience with customer service is preferred.
• Ability to resolve conflicts and handle complaints effectively.

Responsibilities

• Provide information about products or services to customers.
• Maintain records of customer interactions and transactions.
• Resolve service or billing complaints effectively.

Skills

Active Listening

Speaking

Service Orientation

Reading Comprehension

Persuasion

Critical Thinking

Writing

Negotiation

Tools

Avaya software

Microsoft Excel

Contact center software

Job description

Customer Service Representative - Houston, TX

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.

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 ACD system

Scanners— (information omitted for brevity)

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

Skills

Active Listening— Giving full attention to what other people are saying, taking time to understand the points being made, 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 the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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.

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.