Customer Service Collections Representative

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Job Information

Kohl's

Customer Service Collections Representative

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 Kohl’s charge inquiries and payments, Collections on early to advanced levels of delinquency.

Start Date ( Orientation) : July 10 , 2023 - 8:00am-5:00pm

Training 3-4 weeks onsite: Monday -Friday 8:00am-5:00pm (1 hour lunch)

Work Schedule:

Monday-Friday 10:00am-7:00pm

(Kohl’s Call Center Address: 10000 Rogers Run, San Antonio, Texas 78251)

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

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

Ideal candidates will have a stable work history, a passion for helping customers, thrive in a team environment, be adaptive to changing technology and processes and be flexible with their schedule to include evening and weekend hours.

* This position is considered hybrid and requires the ability to work from home. Training will be conducted onsite at our call center facility. The ability to work from home will be evaluated upon completion of training. Please see work at home requirements below.

Minimum 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 San Antonio within State of Texas

● Must have regular access to a private, secure workspace

● Must be able to report to designated company site within San Antonio 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

Company info

Kohl's Illinois, Inc
Website : http://www.kohls.com