Kelly Services is seeking a Customer Service Representative for a premier company located in Columbus, IN.

Duration : Contract-to-hire

Pay Rate : $17 / hr

Schedule : Mon - Fri 8 : 00am - 5 : 00pm during training (10 - 12 weeks)

After training : Mon - Thru 9 : 00am - 6 : 00pm and 8 : 00am - 5 : 00pm on Fridays

Location : Columbus, IN onsite during training, transition to a hybrid schedule (WFH Monday and Friday) after training

Responsibilities :

Professionally and courteously assist consumers that contact the Consumer Care Department through a variety of channels, including voice, chat, text / SMS, email, IoT, and more.

Handle tasks such as application or connectivity questions, troubleshooting, product information, and order status. Assist consumers with product technical questions, product assembly, and installation issues across a wide range of brands and products.

Place orders for replacement product or parts under warranty, outside of warranty and through sales.

Achieve individual performance goals, including quality, first contact resolution, attendance, schedule adherence, and voice of the consumer.

Also seek to achieve efficiency in contact handling.

• Follow up on activities as appropriate, including outbound contacts.
• Embrace and support initiatives intended to improve the consumer experience and the relationship to the company, including consultative sales and special offers.
• Engage with Team Leads, Supervisors, or other departments as appropriate to fully respond to consumer needs.
• Other special assignments as requested, such as attend training sessions / CPST certification class, backup recall lines, attend product meetings, provide input to enhance consumer self-service.
• Other duties as assigned.

Requirements :

• High school diploma or equivalent required.
• Associates degree or higher preferred
• Previous call center experience in a non-scripted environment.
• Excellent keyboarding skills and comfortable with a variety of computer applications. Working knowledge of Microsoft Office is also required.
• Actively listen and communicate with the consumer while entering consumer data into the Customer Relationship Management (CRM) system.
• Must be flexible with the ability to work independently and meet goals and deadlines.
• Must be able to work in a fast-paced, highly demanding environment, with the patience and empathy to calm or diffuse angry or frustrated consumers.
• The position requires strong organizational skills and the ability to multi-task and respond to consumer demands with a professional and courteous attitude and resolve issues to the benefit of both company and the consumer.
• Must be able to work in a team environment. Accurate, thorough and detail oriented. Must be willing to seek information and make decisions 9377427

Last updated : 2024-05-17