Customer Service Representative - Olathe, KS

Kedia Corporation

Olathe (KS)

On-site

USD 30,000 - 45,000

Full time

14 days+

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Job summary

A global customer services firm in Olathe, KS seeks a Customer Service Representative. This role involves providing information to customers about products, maintaining detailed records of interactions, and resolving complaints to ensure satisfaction. The ideal candidate will demonstrate strong skills in active listening, speaking, and service orientation, with knowledge of relevant technologies and customer service principles. This position offers opportunities in a fast-paced, growth-oriented environment.

Qualifications

Knowledge of principles for providing customer services including needs assessment and satisfaction evaluation.
Familiarity with clerical procedures and systems.
Good understanding of English language structure and content.

Responsibilities

Provide information to customers about products or services.
Keep records of customer interactions and transactions.
Resolve customer complaints and ensure satisfaction.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Avaya software

Microsoft Excel

Timpani Contact Center

Astute Solutions PowerCenter

Job description

Customer Service Representative - Olathe, KS

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

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; Calling line identification equipment; Dialed number identification systems DNIS

Technology used in this occupation: 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

Required Knowledge

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services, including needs assessment and evaluating satisfaction. Clerical — Administrative and clerical procedures and systems. English Language — Structure and content of English language.

Skills