Customer Service Representative - Rochester, NY

Company Description 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 Job Description 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 used in this occupation: 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 in this occupation includes Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Additional Information 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