Customer Service Representative - Saint Paul, MN

Customer Service Representative - Saint Paul, MN

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

• 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.

• 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

• Contact center software — Avaya software;
  Multi-channel contact center software;
  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 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.

• 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 other's actions.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Negotiation — Bringing others together and…