Customer Service Representative - Madison, WI

Kedia Corporation; Madison (WI); On-site; USD 30,000 - 45,000; Full time

Job summary

A global business services company is looking for a Customer Service Representative in Madison, WI. This role involves engaging with customers to resolve inquiries and complaints through various communication methods. You will maintain records of interactions and utilize specialized software, ensuring customer satisfaction in a challenging and growth-oriented environment. Ideal candidates should demonstrate strong customer service skills, active listening, and problem-solving abilities. Join us and advance your career in a dynamic setting.

Qualifications

• Knowledge of principles for providing customer services.
• Understanding of administrative and clerical procedures.
• Proficient in English language structure.

Responsibilities

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

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Avaya software

Microsoft Excel Knowledge

CRM software

Job description

Customer Service Representative - Madison, WI

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)

• 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

Qualifications

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services.
• Clerical — Knowledge of administrative and clerical procedures and systems.
• English Language — Knowledge of English language structure and grammar.

Skills

• Active Listening, Speaking, Service Orientation, Persuasion, Reading Comprehension, Critical Thinking, Writing, Coordination, Social Perceptiveness, Negotiation

Abilities

• Oral Comprehension, Oral Expression, Speech Clarity, Speech Recognition, Written Expression, Near Vision, Problem Sensitivity, Written Comprehension, Deductive Reasoning, Inductive Reasoning

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.