What are the responsibilities and job description for the Credit & Customer Service Representative (work from home) position at KOHLS?
Our Credit & Customer Service Representative build and strengthen customer loyalty by finding the right solutions for our customers’ needs. As a Credit & Customer Service Representative in our Customer Service department, you will be responsible for resolving customer interactions with Kohl’s. This may include but is not limited to Kohls.com orders, Kohl’s charge inquiries and payments, Collections, Fraud, Yes 2 You Rewards and specialty accounts.
Start Date Orientation (on-site): April 4, 2022 - 8:00am-5:00pm
Training (3 weeks on-site & Virtual): Monday-Friday 8:00am-5:00pm (1 hour lunch)
Work Schedule after training: Tuesday-Saturday 8:30am-5:00pm
(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
- Adapts service approach to meet customers needs
- Strengthens customer commitment through delivering routine positive solutions
ACTIVELY LISTENS TO CUSTOMERS’ NEEDS AND APPROPRIATELY COMMUNICATES A RESOLUTION
- Assesses 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 solutions to build customer confidence
- Applies available resources to satisfy customer needs
- Negotiate win-win resolutions while striving for a first contact resolution
DELIVERS CONSISTENT CUSTOMER EXPERIENCE THROUGH ATTENTION TO DETAIL
- Applies policy and procedures accurately
- Performs job duties with high degrees of accuracy
- Consistently follows compliance guidelines
- Documents customer interactions for efficient resolution
- Escalates customer service issues when necessary
- Provides routine back office support with Recruiting 2.0 and fraud order review
QUALIFICATIONS
REQUIRED
- Previous 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
