Customer Service Collection Representative

Kohl's
 Menomonee Falls, WI

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 Kohls. This may include but is not limited to Kohls.com orders, Kohls 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

(Kohls 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
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