Customer Service Representative - Grand Rapids, MI
Kedia Corporation, Grand Rapids, Michigan, us, 49528
Customer Service Representative - Grand Rapids, MI
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 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
Knowledge, Skills, and Abilities
Customer and Personal Service:
Knowledge of principles and processes for providing customer and personal services, including needs assessment, service quality standards, and customer satisfaction evaluation.
Clerical:
Knowledge of administrative and clerical procedures and systems such as word processing, records management, and office terminology.
English Language:
Knowledge of structure and content of English language, spelling, grammar.
Skills
Active Listening
— Giving full attention to what others are saying, understanding points, asking appropriate questions, and not interrupting.
Speaking
— Conveying information effectively.
Service Orientation
— Proactively helping people.
Persuasion
— Persuading others to change minds or behavior.
Reading Comprehension
— Understanding written work-related documents.
Critical Thinking
— Evaluating options to identify strengths and weaknesses.
Writing
— Communicating effectively in writing.
Coordination
— Aligning actions with others.
Social Perceptiveness
— Awareness of others' reactions.
Negotiation
— Reconciling differences among parties.
About this opportunity 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.
#J-18808-Ljbffr
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
Knowledge, Skills, and Abilities
Customer and Personal Service:
Knowledge of principles and processes for providing customer and personal services, including needs assessment, service quality standards, and customer satisfaction evaluation.
Clerical:
Knowledge of administrative and clerical procedures and systems such as word processing, records management, and office terminology.
English Language:
Knowledge of structure and content of English language, spelling, grammar.
Skills
Active Listening
— Giving full attention to what others are saying, understanding points, asking appropriate questions, and not interrupting.
Speaking
— Conveying information effectively.
Service Orientation
— Proactively helping people.
Persuasion
— Persuading others to change minds or behavior.
Reading Comprehension
— Understanding written work-related documents.
Critical Thinking
— Evaluating options to identify strengths and weaknesses.
Writing
— Communicating effectively in writing.
Coordination
— Aligning actions with others.
Social Perceptiveness
— Awareness of others' reactions.
Negotiation
— Reconciling differences among parties.
About this opportunity 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.
#J-18808-Ljbffr