Customer Service Representative - Springfield, IL

Kedia Corporation; Springfield (IL); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading service provider is seeking a Customer Service Representative in Springfield, IL. In this role, you will be tasked with providing exceptional customer experiences by assisting with inquiries, managing records, and resolving complaints. Candidates should have strong communication skills and a background in customer service. This position offers an opportunity to work in a fast-paced, growth-oriented environment, employing the latest technology and tools in customer service.

Qualifications

• Knowledge of customer service principles and practices.
• Ability to effectively communicate and respond to customer inquiries.
• Proficiency in using various communication technologies.

Responsibilities

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

Skills

Active Listening

Service Orientation

Critical Thinking

Speaking

Negotiation

Tools

Avaya software

Microsoft Excel

CRM software

Job description

Customer Service Representative - Springfield, IL

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, Skills, and Abilities

Knowledge — Customer and Personal Service; Clerical; English Language.

• Active Listening
• Speaking
• Service Orientation
• Persuasion
• Reading Comprehension
• Critical Thinking
• Writing
• Coordination
• Social Perceptiveness
• Negotiation

Abilities — Oral Comprehension; Oral Expression; Speech Clarity; Speech Recognition; Written Expression; Near Vision; Problem Sensitivity; Written Comprehension; Deductive Reasoning; Inductive Reasoning.

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