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Customer Service Representatives

Company:
Kelly Services
Location:
Madison, Wisconsin, United States
Posted:
November 07, 2018

Description:

Kelly Services is currently recruiting for experienced Customer Support Representatives for our client; one of the world’s leading equipment and manufacturing companies at its Financial Headquarters location in Madison, WI.

This assignment tentatively starts in December 2018 and pays $17.35 per hour.

Job Description:

Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.

Duties and Responsibilities:

Use telephone skills to solve customer issues. Review payment history and account information

Update/confirm customer demographics.

Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues.

Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.

Contacts customers to resolve outstanding customer service issues.

Assists supervisors in the continuous improvement of the customer service delivery process.

Conducts customer service training for entry level staff.

Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.

Display excellent communication, both verbal and written.

Handle a wide variety of issues and solving problems and working in a global team environment

Skills and Qualifications

High School Diploma or Equivalent required, but a Bachelor's degree in business or a related discipline is preferred.

2 year experience in customer service environment required.

Experience working in a call center taking high volume calls is preferred.

Experience working in the financial industry preferred.

Ability to remain seated for long periods of time to perform telephone work in a call center environment.

Must possess basic to intermediate computer skills and Microsoft Office experience.

Strong computer aptitude; familiar with both mainframe and software applications.

Ability to learn quickly and apply new knowledge.

Must possess strong attention to detail.

Must possess strong written and verbal communication skills.

Capacity to quickly change focus on work activities.

Term of Assignment

12-month assignment: starting December 2018, with a possibility of an extension depending on performance and needs of the client.

Scheduled shifts, flexible, shift could start as early as 8:00am or as late as 9:30am and end from 4:00pm – 6:00pm, Monday-Friday with 2-3 weeks of training provided.

Important information

This position is recruited for by a remote Kelly office, not your local Kelly branch. Please submit your resume to be considered for this position. If you have questions about the opening, you may contact the recruiter for this position at Lisa.Monsivais@kellyservices.com.