Customer Service Representative - Wilmington, DE

Customer Service Representative - Wilmington, DE 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 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 Areas Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services, including needs assessment and customer satisfaction. Clerical — Knowledge of administrative and clerical procedures and systems. English Language — Knowledge of the structure and content of the English language. Skills Active Listening — Giving full attention to what others are saying and asking appropriate questions. 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 solutions. Writing — Communicating effectively in writing. Coordination — Adjusting actions in relation to others. Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. Negotiation — Bringing others together and reconciling differences. 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