Customer Service Representative - Albany, GA

Customer Service Representative - Albany, GA

Contract position at Kedia Corporation. Kedia connects people globally and focuses on innovation to create exceptional user experiences.

• 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, and actions taken.
• Ensure appropriate changes are 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 coverage for specific losses.
• Contact customers to respond to inquiries or notify them of claim investigation results or adjustments.
• Resolve customers’ service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and invoice information and prepare invoices for returned goods.
• Obtain and examine relevant information to assess validity of complaints and determine possible causes, such as extreme weather conditions that could increase utility bills.

• 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, DNIS
• Contact center software – Avaya, Multi-channel contact center, Timpani Contact Center, Timpani Email
• Customer relationship management (CRM) software – Austin Logistics Call Select, Avidian Technologies Prophet, SSA Global software, Telemation e-CRM
• Electronic mail software – Astute Solutions Power Center, IBM Lotus Notes, Microsoft Outlook
• Network conferencing software – Active Data Online Web Chat, eStara Softphone, Parature eRealtime, Timpani Chat
• Spreadsheet software – Microsoft Excel

• Active Listening
• Speaking
• Service Orientation
• Persuasion
• Reading Comprehension
• Critical Thinking
• Writing
• Coordination
• Social Perceptiveness
• Negotiation
• Oral Comprehension
• Oral Expression
• Speech Clarity
• Speech Recognition
• Written Expression
• Near Vision
• Problem Sensitivity
• Written Comprehension
• Deductive Reasoning
• Inductive Reasoning

Experience in customer service or related roles, strong communication skills, proficiency with contact center technology, and ability to resolve complex customer issues.