Customer Service Representative - Indianapolis, IL

Kedia Corporation; Indianapolis (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

A global business services company in Indianapolis is seeking a Customer Service Representative to enhance user experiences through effective communication and problem resolution. This role includes handling customer inquiries, managing complaints, and maintaining records of interactions. Ideal candidates will possess strong listening, speaking, and critical thinking skills. The company provides a fast-paced work environment focused on growth and innovation, inviting applications from motivated individuals ready to contribute to a dynamic team.

Qualifications

• Experience answering customer inquiries by phone or in person
• Record customer interactions and transactions accurately
• Document details of inquiries, complaints, or comments and actions taken
• Determine charges for services and collect payments or arrange billing
• Refer unresolved grievances to appropriate departments for investigation
• Review terms to determine coverage and eligibility in insurance contexts
• Contact customers to report on inquiry results or plan adjustments
• Resolve service or billing complaints by exchanges, refunds, or bill adjustments
• Compare disputed merchandise with invoices and prepare return documentation

Responsibilities

• Confer with customers by telephone or in person to provide information about products or services.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments.
• 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.
• Resolve customers' service or billing complaints.
• Compare disputed merchandise with original requisitions and prepare invoices for returned goods.
• Obtain and examine all relevant information to assess validity of complaints.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Autodialers

Automated attendant systems

Automatic call distributor (ACD)

Scanners

Standalone telephone caller identification

Contact center software

CRM software

Electronic mail software

Network conferencing software

Spreadsheet software

Job description

Customer Service Representative - Indianapolis, IL

• 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
• 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.