Customer Service Representative - Lee's Summit, MO

Customer Service Representative - Lee's Summit, MO

Contract position. Kedia Corporation connects people with what they want on a global scale. We are committed, through innovation, to create exceptional user experiences. Kedia is engineering, using cutting‑edge techniques to define the future of business operations. We provide a challenging, fast‑paced, growth‑oriented foundation to develop and empower people 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, including needs assessment, quality standards, and customer satisfaction evaluation
• Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, record management, stenography, transcription, and form design
• English Language – Knowledge of the structure and content of the English language, including spelling, composition rules, and grammar

• Active Listening – Giving full attention to others' statements, understanding, asking questions, and not interrupting at inappropriate times
• Speaking – Conveying information effectively to others
• Service Orientation – Actively seeking 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 alternatives, conclusions, or approaches
• Writing – Communicating effectively in writing for the audience's needs
• Coordination – Adjusting actions relative to others' actions
• Social Perceptiveness – Being aware of others' reactions and understanding why they react as they do
• Negotiation – Bringing others together and reconciling differences
• Oral Comprehension – Listening to and understanding spoken information
• Oral Expression – Communicating ideas verbally so others understand
• Speech Clarity – Speaking clearly so others can understand you
• Speech Recognition – Identifying and understanding another person's speech
• Written Expression – Communicating ideas in writing so others understand
• Near Vision – Seeing details at close range (within a few feet)
• Problem Sensitivity – Recognizing when something is wrong or may go wrong (without solving it)
• Written Comprehension – Reading and understanding information presented in writing
• Deductive Reasoning – Applying general rules to specific problems to produce logical answers
• Inductive Reasoning – Combining pieces of information to form general rules or conclusions

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.