Customer Service Representative - Lancaster, PA

  • Contract

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

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 used in this occupation:

Autodialers — Autodialing systems; Predictive dialersAutomated attendant systems — Voice broadcasting systemsAutomatic call distributor ACD — Automatic call distribution ACD systemScannersStandalone 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 EmailCustomer relationship management CRM software — Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e-CRMElectronic mail software — Astute Solutions PowerCenter; IBM Lotus Notes; Microsoft OutlookNetwork conferencing software — Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani ChatSpreadsheet software — Microsoft Excel
Knowledge
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.Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Qualifications

Skills

Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.Speaking — Talking to others to convey 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 the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.Writing — Communicating effectively in writing as appropriate for the needs of the audience.Coordination — Adjusting actions in relation to others' actions.Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.Negotiation — Bringing others together and trying to reconcile differences.

Abilities
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.Oral Expression — The ability to communicate information and ideas in speaking so others will understand.Speech Clarity — The ability to speak clearly so others can understand you.Speech Recognition — The ability to identify and understand the speech of another person.Written Expression — The ability to communicate information and ideas in writing so others will understand.Near Vision — The ability to see details at close range (within a few feet of the observer).Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.Written Comprehension — The ability to read and understand information and ideas presented in writing.Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Additional Information

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