Customer Service Representative - Reno, NV

Kedia Corporation; Reno (NV); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading global corporation is seeking a Customer Service Representative in Reno, NV. The role involves providing information to customers, resolving complaints, and maintaining detailed records of interactions. Ideal candidates should possess strong communication skills, be proactive in addressing customer needs, and demonstrate problem-solving abilities. This position offers an opportunity to grow in a fast-paced environment focused on innovation and customer satisfaction.

Qualifications

• Strong communication skills in speaking and writing.
• Proven ability in customer service and support.
• Capability to analyze and resolve conflicts effectively.

Responsibilities

• Provide information to customers about products or services.
• Resolve customer complaints and billing issues.
• Maintain records of customer interactions and transactions.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Autodialers

Predictive dialers

Avaya software

Microsoft Excel

Job description

Customer Service Representative - Reno, NV

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 — Calling line identification equipment; Dialed number identification systems (DNIS).

Technology

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 Areas

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

Skills

Active Listening — Giving full attention to what others are saying; Speaking — Conveying information effectively; Service Orientation — Proactively helping others; Persuasion — Persuading others to change their minds or behavior; Reading Comprehension — Understanding written material; Critical Thinking — Analyzing and evaluating information; Writing — Communicating in writing; Coordination — Organizing actions in relation to others; Social Perceptiveness — Understanding others' reactions; Negotiation — Reconciling differences.

Abilities

Oral Comprehension — Listening to and understanding spoken information; Oral Expression — Communicating information verbally; Speech Clarity — Speaking clearly; Speech Recognition — Recognizing spoken words; Written Expression — Communicating in writing; Near Vision — Seeing details at close range; Problem Sensitivity — Recognizing when something is 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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