Customer Service Collection Representative

| Milwaukee, WI | Remote
Sorry, this job was removed at 8:50 a.m. (CST) on Thursday, September 8, 2022
Find out who's hiring in Milwaukee, WI.
See all Customer Success jobs in Milwaukee, WI
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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, specialty accounts.
Work From Home
Start Date Orientation (on-site): September 19, 2022 - 8:00am-5:00pm
Training (1 week on-site and 2 weeks remote):
Monday-Friday 8:00am-5:00pm (1 hour lunch)
Work Schedule after training:
(1) Monday/Tuesday 9:30-8:00, Wednesday/Thursday 8:00- 4:30 , and Alternating
Friday 8:00am-1:00pm/Saturday 7:00-12:00)
Or
(2) Sunday -Thursday 12:30pm -9:00pm
(Kohl's Call Center Address: W165 N5830 Ridgewood DR, Menomonee Falls, WI 53051)
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
** This position requires the ability to work from home. Training will be conducted onsite at our call center facility as well as virtual Instructor led training. Following training, the position will be primarily remote. Please see work at home requirements below.**
Work From Home Requirements:
Must have secure, high-speed internet that meets the following minimum requirements:

  • Ping-150 ms or less
  • Download-15 Mbps or greater
  • Upload-5 Mbps or greater
  • Must have a private, secure smartphone
  • Must reside in Milwaukee area within State of Wisconsin
  • Must have regular access to a private, secure workspace
  • Must be able to report to designated company site within Milwaukee area as needed for required meetings or training
  • Must comply with all company policies, including Remote Work, Technology, and Recording Time Worked policies
  • A speed test will be required to ensure internet meets requirements
More Information on Kohl's
Kohl's operates in the eCommerce industry. The company is located in Menomonee Falls, WI. Kohl's was founded in 1962. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Dedicated diversity and inclusion staff. To see all jobs at Kohl's, click here.
Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Kohl'sFind similar jobs