Customer Service Representative - Macon, GA

Kedia Corporation; Macon (GA); On-site; USD 35,000 - 50,000; Full time

Job summary

A global business services company located in Georgia is seeking a dedicated customer support representative. This role requires excellent communication skills to handle customer inquiries, resolve issues, and maintain detailed records of interactions. The ideal candidate will possess strong active listening and problem-solving abilities and be proficient with CRM and contact center software. This is an opportunity to grow within a dynamic company focused on customer satisfaction and innovation.

Qualifications

• Strong customer service skills and ability to communicate effectively.
• Proficiency in CRM software and contact center technologies is preferred.
• Ability to handle customer inquiries with professionalism.

Responsibilities

• Provide information about products or services to customers.
• Keep records of customer interactions and transactions.
• Resolve customer service issues and complaints.
• Determine billing charges for services requested.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

CRM software

Contact center software

Spreadsheet software

Electronic mail software

Network conferencing software

Job description

Overview

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
• Knowledge — Customer and Personal Service; Clerical; English Language

Technology

• Contact center software — Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email
• 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

Skills

• Active Listening — Giving full attention to what other people are saying, understanding the points, and asking appropriate questions.
• 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 related documents.
• Critical Thinking — Using logic and reasoning to identify strengths and weaknesses of solutions.
• Writing — Communicating effectively in writing as appropriate 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 — The ability to listen to and understand information presented through spoken words.
• Oral Expression — The ability to communicate information in speaking so others will understand.
• Speech Clarity — The ability to speak clearly so others can understand you.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Written Expression — The ability to communicate information in writing so others will understand.
• Near Vision — The ability to see details at close range.
• Problem Sensitivity — The ability to tell when something is wrong, recognizing a problem but not necessarily solving it.
• Written Comprehension — The ability to read and understand information presented in writing.
• Deductive Reasoning — Applying general rules to specific problems to produce sensible answers.
• Inductive Reasoning — Combining pieces of information to form general rules or conclusions.

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