Customer Service Representative - Rockford, IL
Kedia Corporation, Rockford, Illinois, United States, 61103
Customer Service Representative - Rockford, IL
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 & Technology
Autodialers — Autodialing systems, Predictive dialers
Automated Attendant Systems — Voice broadcasting systems
Automatic Call Distributor (ACD) — Automatic call distribution system
Scanners
Standalone Telephone Caller Identification — Calling line identification equipment, Dialed Number Identification Systems (DNIS)
Contact Center Software — Avaya, Multi‑channel contact center software, Timpani Contact Center, Timpani Email
Customer Relationship Management (CRM) Software — Austin Logistics CallSelect, Avidian Technologies Prophet, SSA Global, 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 Categories — Customer and Personal Service, Clerical, English Language
Core Skills
Active Listening — Giving full attention to what others are saying.
Speaking — Conveying information effectively.
Service Orientation — Seeking ways to help people.
Persuasion — Influencing others’ decisions.
Reading Comprehension — Understanding written documents.
Critical Thinking — Using logic to evaluate solutions.
Writing — Communicating effectively in writing.
Coordination — Adjusting actions in relation to others.
Social Perceptiveness — Understanding others' reactions.
Negotiation — Reconciling differences.
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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 & Technology
Autodialers — Autodialing systems, Predictive dialers
Automated Attendant Systems — Voice broadcasting systems
Automatic Call Distributor (ACD) — Automatic call distribution system
Scanners
Standalone Telephone Caller Identification — Calling line identification equipment, Dialed Number Identification Systems (DNIS)
Contact Center Software — Avaya, Multi‑channel contact center software, Timpani Contact Center, Timpani Email
Customer Relationship Management (CRM) Software — Austin Logistics CallSelect, Avidian Technologies Prophet, SSA Global, 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 Categories — Customer and Personal Service, Clerical, English Language
Core Skills
Active Listening — Giving full attention to what others are saying.
Speaking — Conveying information effectively.
Service Orientation — Seeking ways to help people.
Persuasion — Influencing others’ decisions.
Reading Comprehension — Understanding written documents.
Critical Thinking — Using logic to evaluate solutions.
Writing — Communicating effectively in writing.
Coordination — Adjusting actions in relation to others.
Social Perceptiveness — Understanding others' reactions.
Negotiation — Reconciling differences.
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