Customer Service Representative - Memphis, TN

Kedia Corporation; Memphis (TN); On-site; USD 30,000 - 40,000; Part time

Job summary

A leading customer service company in Memphis, TN is seeking a Customer Service Representative to manage customer inquiries and issues. The role requires excellent communication, problem-solving abilities, and the ability to handle customer complaints effectively. The ideal candidate should possess strong active listening skills and a customer-oriented attitude. This position offers a dynamic work environment aimed at providing exceptional service experiences to clients.

Qualifications

• Knowledge of principles and processes for providing customer and personal services.
• Knowledge of administrative and clerical procedures.
• Knowledge of the English language structure.

Responsibilities

• Provide information about products or services, take orders, and handle complaints.
• 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

Contact center software

CRM software

Spreadsheet software

Job description

Customer Service Representative - Memphis, TN

Contract

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

Tools used in this occupation:

• 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

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 and 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 such as word processing, filing, and office terminology.
• English Language — Knowledge of the structure and content of the English language.

Skills

• Active Listening — Giving full attention to what others are saying, understanding points, 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 evaluate solutions.
• Writing — Communicating effectively in writing.
• Coordination — Adjusting actions in relation to others' actions.
• Social Perceptiveness — Understanding others' reactions.
• Negotiation — Reaching consensus with others.

Abilities

• Oral Comprehension — Listening to and understanding information presented verbally.
• Oral Expression — Communicating information verbally so others understand.
• Speech Clarity — Speaking clearly for understanding.
• Speech Recognition — Identifying and understanding speech.
• Written Expression — Writing clearly.
• Near Vision — Seeing details at close range.
• Problem Sensitivity — Recognizing when something is wrong or likely to go wrong.
• Written Comprehension — Reading and understanding written information.
• Deductive Reasoning — Applying general rules to specific problems.
• Inductive Reasoning — Forming general rules from information.

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