Customer Service Representative - Plano, TX

Kedia Corporation; Plano (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading global business services firm based in Plano, TX is seeking a Customer Service Representative to provide exceptional support to customers through effective communication. Responsibilities include resolving inquiries, managing complaints, and ensuring customer satisfaction. Ideal candidates will possess strong customer service skills and the ability to maintain detailed records. This role offers growth opportunities within a fast-paced environment.

Qualifications

• Strong customer service and personal service knowledge required.
• Experience with contact center software preferred.
• Excellent oral and written communication skills essential.

Responsibilities

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

Skills

Active Listening

Service Orientation

Speaking

Critical Thinking

Negotiation

Tools

Autodialers

CRM software

Contact center software

Job description

Customer Service Representative - Plano, TX

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

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services, including needs assessment and satisfaction evaluation.
• Clerical — Knowledge of administrative and clerical procedures and systems.
• English Language — Knowledge of English structure, spelling, grammar, and usage.

Skills

• Active Listening — Giving full attention to what others are saying, understanding points, asking appropriate questions, and not interrupting.
• Speaking — Talking to others to convey information effectively.
• Service Orientation — Proactively helping 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 to evaluate solutions and approaches.
• Writing — Communicating effectively in writing for the audience.
• Coordination — Adjusting actions in relation to others.
• Social Perceptiveness — Understanding others' reactions.
• Negotiation — Bringing others together to reconcile differences.

Abilities

• Oral Comprehension — Listening to and understanding spoken information.
• Oral Expression — Communicating information clearly in speaking.
• Speech Clarity — Speaking clearly for understanding.
• 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 may go wrong.
• Written Comprehension — Reading and understanding information in writing.
• Deductive Reasoning — Applying general rules to specific problems.
• Inductive Reasoning — Forming general rules from information.

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