Credit & Customer Service Representative-1/15/18 start date - Full-time

Credit & Customer Service Representative

BUSINESS IMPACT STATEMENTS
Our Credit & Customer Service Representative builds and strengthens customer loyalty by finding the right solutions for our customers’ needs. As a Credit & Customer Service Representative, 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,Yes 2 You Rewards and specialty accounts.

KEY RESPONSIBILITIES will include Assisting Kohls.com customers with order placement and troubleshooting and Assisting Kohl’s credit card holders with account maintenance updates and questions.

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