Credit & Customer Service Representative - job 2 of 2

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.

Start Date Orientation (on-site):

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

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

Monday-Friday 8:00am-5:00pm (1 hour lunch)

Work Schedule after training: Monday - Friday 8:00am-4:30pm

(Kohl’s Call Center Address: N56 W17000 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
• 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

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 Menomonee Falls, State of Wisconsin
• Must have regular access to a private, secure workspace
• Must be able to report to designated company site within Menomonee Falls 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