Customer Service Representative - Wheeling, WV
Kedia Corporation, Wheeling, West Virginia, United States, 26003
Customer Service Representative - Wheeling, WV
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.
Tasks
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 & Knowledge
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, including needs assessment and quality standards.
Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, file management, and office terminology.
English Language – Knowledge of the structure and content of the English language, including spelling, grammar, and composition rules.
Skills
Active Listening
– Giving full attention to others and understanding their points.
Speaking
– Communicating information effectively.
Service Orientation
– Actively seeking ways to help people.
Persuasion
– Persuading others to change behavior or decisions.
Reading Comprehension
– Understanding written documents related to work.
Critical Thinking
– Using logic to evaluate alternative solutions.
Writing
– Communicating effectively in written form.
Coordination
– Adjusting actions in relation to others’ actions.
Social Perceptiveness
– Being aware of others’ reactions and understanding their behavior.
Negotiation
– Bringing others together to reconcile differences.
Oral Comprehension
– Understanding spoken information.
Oral Expression
– Communicating information verbally.
Speech Clarity
– Speaking clearly for understanding.
Speech Recognition
– Identifying and understanding speech.
Written Expression
– Communicating information in writing.
Near Vision
– Seeing details at close range.
Problem Sensitivity
– Recognizing when problems may exist.
Written Comprehension
– Understanding written information.
Deductive Reasoning
– Applying general rules to specific problems.
Inductive Reasoning
– Combining pieces of information to form general rules.
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
Tasks
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 & Knowledge
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, including needs assessment and quality standards.
Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, file management, and office terminology.
English Language – Knowledge of the structure and content of the English language, including spelling, grammar, and composition rules.
Skills
Active Listening
– Giving full attention to others and understanding their points.
Speaking
– Communicating information effectively.
Service Orientation
– Actively seeking ways to help people.
Persuasion
– Persuading others to change behavior or decisions.
Reading Comprehension
– Understanding written documents related to work.
Critical Thinking
– Using logic to evaluate alternative solutions.
Writing
– Communicating effectively in written form.
Coordination
– Adjusting actions in relation to others’ actions.
Social Perceptiveness
– Being aware of others’ reactions and understanding their behavior.
Negotiation
– Bringing others together to reconcile differences.
Oral Comprehension
– Understanding spoken information.
Oral Expression
– Communicating information verbally.
Speech Clarity
– Speaking clearly for understanding.
Speech Recognition
– Identifying and understanding speech.
Written Expression
– Communicating information in writing.
Near Vision
– Seeing details at close range.
Problem Sensitivity
– Recognizing when problems may exist.
Written Comprehension
– Understanding written information.
Deductive Reasoning
– Applying general rules to specific problems.
Inductive Reasoning
– Combining pieces of information to form general rules.
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