What Is The Key To Excellence In Customer Service Kohls

Company Description

Kohl's is a leading omnichannel retailer which owns and operates more than 1,100 family-oriented stores in 49 states. It offers exclusive brand apparel, shoes, accessories and home & beauty products targeted to middle-income customers. Its stores carry a consistent merchandise assortment with differences tailored to regional preferences. The company can offer you endless career opportunities in multiple locations in fields such as buying and planning, business operations, finance and accounting, or call centers, just to name a few. Kohl's has developed special benefits packages, from having a wellness center at the headquarters through providing discounts to offering 1,000+ training courses. The company partners with national nonprofit organizations and children's hospitals and is proud to have received 468k digital recognition cards from its associates. The company was founded in 1962 and is headquartered in Menomonee Falls, WI.

Job Description

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.

Start Date: October 14, 2019

Training Schedule

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

Work Schedule

Tuesday-Saturday 12:00 pm - 9:00 pm

*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

This job was posted on Sat Oct 05 2019 and expired on Thu Oct 10 2019.

Tasks

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of product malfunctions.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking - Talking to others to convey information effectively.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Persuasion - Persuading others to change their minds or behavior.
Service Orientation - Actively looking for ways to help people.

Knowledge

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Kohl's

Description

Location

Multiple locations

Industry

Nonstore RetailersRetail - General Merchandise

Total job postings in the past

Based on 130 job boards, duplications excluded

5 weeks

Average posting lifetime

Total job posting distribution in the past

Based on 130 job boards, duplications excluded

Job category	Distribution	6 months	1 year
Retail	53.2%	1%	2,739%
Sales	24.7%	17%	2,134%
Consulting & Upper Management	7.1%	1%	2,044%
Other	3.9%	12%	4,635%
Protective Services	3.6%	21%	1,297%
Hospitality & Travel	3.3%	11%	1,557%
Customer Service	1.1%	16%	1,947%
Executive Management	0.7%	155%	2,407%
Marketing & PR	0.4%	15%	967%
IT	0.4%	41%	960%
Construction	0.2%	28%	1,814%
Transportation & Logistics	0.2%	13%	333%
Administrative	0.2%	85%	3,333%
Engineering	0.2%	20%	1,700%
Insurance	0.2%	18%	1,383%
Human Resources	0.1%	34%	1,086%
Finance	0.1%	36%	800%
Banking	0.1%	58%	1,250%
Arts & Entertainment	0.1%	25%	1,025%
Real Estate	0.1%	19%	620%
Education	0.1%	67%	1,800%
Manufacturing	0.1%	12%	1,500%
Legal	0.1%	7%	625%
Food Services	<0.1%	425%	108%
Healthcare	<0.1%	275%	58%
Non-Profit & Volunteering	<0.1%	83%	1,600%
Government & Military	<0.1%	150%	17%
Telecommunications	<0.1%	33%	67%

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