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.

• Start Date ( Orientation) : April 17, 2023 - 8:00am-5:00pm

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

• Work Schedule:

  Monday/Tuesday 9:30am-8:00pm, Wednesday/Thursday 8:00am- 4:30pm, and Alternating Friday 8:00am-1:00pm/Saturday 7:00am-12:00pm)

off Sunday

(Kohl’s 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

• 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 1 hour of Menomonee Falls within 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