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.

　　*Starting pay rate $18.00 (base on work experience) ****

　　Start Date ( Orientation) : February 12, 2024 - 8:00am-5:00pm

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

　　Work Schedule:

　　 Monday - Friday 9:00am-6:00pm

　　 (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 within one hour of San Antonio, 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