• Job Description

  Req#: R347219

  Job Description Summary

  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.

  Job Description

  *******Starting pay rate $17.00 (base on work experience) **********

  Start Date Orientation (on-site):

  February 12, 2024 - 8:00am-5:00pm

  Training (3 weeks/combination of in person & remote):

  Monday-Friday 8:30am-5:00pm (30 minutes lunch)

  Work Schedule after training: Monday - Friday 8am- 5:00am

  (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
  • 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

  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

  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 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

• About the company

  Our purpose as a company is to inspire and empower families to lead fulfilled lives–to let our customers know that the things that make their lives better are within their reach. That goes for our associates too. We want you to grow professionally and personally, so we offer empowerment and potential in an environment that makes you feel at home. We’re down to earth, but we’re up for the challenge. We’re friendly, but we’re focused. We work hard, but we have fun. Experience life at Kohl’s.

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