Customer Service Representative - West Allis, WI

Kedia Corporation; West Allis (WI); On-site; USD 35,000 - 45,000; Full time

Job summary

A global business services provider seeks a Customer Service Representative in West Allis, WI. The role involves responding to customer inquiries, resolving billing complaints, and maintaining records. The ideal candidate will have excellent communication and critical thinking skills along with a service-oriented mindset. This position is ideal for those looking to thrive in a fast-paced environment while making a positive impact on customer experiences.

Responsibilities

• Confer with customers to provide information about products or services.
• Keep records of customer interactions and transactions.
• Resolve customers' service or billing complaints.
• Refer unresolved customer grievances to designated departments.

Skills

Active Listening

Speaking

Service Orientation

Persuasion

Reading Comprehension

Critical Thinking

Writing

Coordination

Social Perceptiveness

Negotiation

Tools

Avaya software

Microsoft Excel

CRM software

Job description

Customer Service Representative - West Allis, WI

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

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

• 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. Includes customer needs assessment, meeting quality standards, and evaluation of customer satisfaction.
• 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 the structure and content of the English language including spelling, grammar.

Skills

• Active Listening — Giving full attention to what other people are saying, understanding points, asking 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 alternative solutions.
• Writing — Communicating effectively in writing for the audience.
• Coordination — Adjusting actions in relation to others' actions.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Negotiation — Bringing others together and reconciling differences.

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, then use the button below to submit your resume. We look forward to receiving your application.