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Kohl's Customer Service Sr. Representative-Collections in San Antonio, Texas

Our Credit & Customer Service Senior Representative builds and strengthens customer loyalty by finding the right solutions for our customers’ needs. As a Credit & Customer Senior Representative in our Risk Management Operations department, you will be responsible for resolving customer interactions ranging from standard to complex with Kohl’s. This may include but is not limited to Kohls.com orders, Kohl’s charge inquiries and payments, Collections on advanced levels of delinquency, Fraud, Yes 2 You Rewards, Social Media, and specialty accounts.

Start Date: August 12, 2019

Training Schedule

Monday-Friday 9:00am - 6:00pm (for 3 weeks)

Work Schedule

Sunday-Thursday 1:00pm-10:00pm

*Hours subject to change based on business need

ACCOUNTABILITIES

BUILDS STRONG CUSTOMER RELATIONSHIPS BY DELIVERING EXCELLENT CUSTOMER EXPERIENCE

  • Takes ownership of the customer experience to deliver positive outcomes across one or more business lines

  • Adapts service approach to meet customers unique needs

  • Strengthens customer commitment through delivering positive outcomes

  • Prevents additional customer contacts through proactive resolutions

ACTIVELY LISTENS TO CUSTOMERS’ NEEDS AND APPROPRIATELY COMMUNICATE A RESOLUTION

  • Assesses advanced and routine customer issues by asking probing questions

  • Listens for cues to tailor the interaction and better serve the customer

BUILDS CUSTOMER CONFIDENCE THROUGH CREATIVE PROBLEM SOLVING

  • Provides appropriate unique and standard solutions to build customer confidence

  • Applies available resources to satisfy complex and routine customer needs

  • Negotiate win-win resolutions with minimal guidance while striving for a first contact resolution

  • Able to overcome a variety of customer objections to create favorable solutions

DELIVERS CONSISTENT CUSTOMER EXPERIENCE FOR ONE OR MORE LINES OF BUSINESS THROUGH ATTENTION TO DETAIL

  • Applies policy and procedures accurately

  • Performs job duties with high degree of accuracy

  • Consistently follows compliance guidelines

  • Document customer interactions for efficient resolution

  • Provides routine back office support with Recruiting 2.0, chat, email, fraud order review and/or application calls when necessary

  • Serve as the first point of escalation for non-routine customer service issues

    RISK MANAGEMENT OPERATIONS

  • Utilize advanced negotiation techniques and partner with past due customers to establish acceptable payment arrangements

  • Adhere to Collection regulations and compliance requirements

  • Focus on late stage delinquent recovery accounts

QUALIFICATIONS

REQUIRED

  • Minimum 6 months to 1 year experience in a customer service environment

  • Effective verbal and written communication skills

  • Ability to multitask

  • Ability to interact well with others in a team oriented environment

  • Adaptive and flexible to changing technologies, processes and environments

PREFERRED

Previous inbound/outbound call center experience

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