Customer Service Representative - Post Falls, ID

Kedia Corporation; Post Falls (ID); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading customer service firm in Post Falls, ID is seeking a Customer Service Representative. The role involves assisting customers via phone or in person, resolving complaints, and maintaining records of interactions. Ideal candidates should possess strong communication skills, familiarity with CRM software, and a service-oriented mindset. This position is contract-based with opportunities to grow within the company and offers a dynamic work environment.

Qualifications

• Knowledge of customer service principles and processes.
• Strong active listening and speaking skills.
• Ability to use CRM and contact center software.

Responsibilities

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

Skills

Customer and Personal Service

Active Listening

Service Orientation

Persuasion

Critical Thinking

Tools

Avaya software

Microsoft Excel

CRM software

Job description

Overview

Customer Service Representative - Post Falls, ID. Contract.

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, Skills and Abilities

• 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, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• English Language — Knowledge of English language structure and grammar.
• Active Listening — Giving full attention to others, understanding points, asking appropriate questions, and not interrupting.
• 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.
• Coordination — Adjusting actions in relation to others’ actions.
• Social Perceptiveness — Being aware of others\' reactions and understanding why.
• Negotiation — Bringing others together and reconciling differences.

If this sounds like the right job for you, please submit your resume using the button below. We look forward to receiving your application.