Customer Service Representative - Kenai, AK

Kedia Corporation; Kenai (AK); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading service provider in Kenai, Alaska, is seeking a Customer Service Representative to engage with customers via phone or in person. You will handle inquiries, resolve issues, and maintain records of interactions. Ideal candidates will possess excellent communication skills and a service-oriented mindset. Responsibilities include managing service and billing complaints, providing product information, and ensuring customer satisfaction in a fast-paced environment. Join a company that values innovation and personal growth, and apply today!

Qualifications

• Knowledge of customer and personal service.
• Ability to manage customer interactions effectively.
• Strong oral and written communication skills.

Responsibilities

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

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Autodialers

CRM software

Excel

Contact center software

Job description

Customer Service Representative - Kenai, AK

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; 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, Skills & Abilities

Knowledge — Note: Bolded sections retained as text where appropriate Knowledge of customer and personal service; English language structure and usage; clerical procedures and systems.

Skills

• Active Listening — Giving full attention to what other people are saying, understanding points, asking appropriate questions, and not interrupting.
• Speaking — Conveying 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 documents.
• Critical Thinking — Using logic 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 — Listening to and understanding spoken information.
• Oral Expression — Communicating information and ideas effectively in speech.
• Speech Clarity — Speaking clearly so others can understand you.
• Speech Recognition — Identifying and understanding spoken words.
• Written Expression — Communicating information in writing.
• Near Vision — Seeing details at close range.
• Problem Sensitivity — Recognizing when something is wrong or could go wrong.
• Written Comprehension — Reading and understanding information in writing.
• Deductive & Inductive Reasoning — Applying general rules to specific problems and forming general rules from information.

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.