Job Title:

Provide professional and quality service to internal and external customers by utilizing strong verbal and written communication skills and effective telephone techniques.  Demonstrates an acceptable understanding of Credit fundamentals and/or internet functionality.  Provides assistance in a helpful, accurate, and timely manner while complying and staying abreast of policies, best practices and standard operating procedures while maintaining a high level of integrity in regards to them. 

 

 

·         Answers high volumes of calls as it relates to one line of business (i.e.  Kohl’s Charge or Kohls.com).

·         Consistently meets 80% overall performance monthly.

·         Assists in processing miscellaneous customer support work and other account maintenance as required by position.

·         Provides fresh, genuine, caring and courteous responses to customers by utilizing soft skills, including pleasant and enthusiastic tone of voice, willingness to assist, and other behaviors/skills that drive a positive Customer experience.

·         Demonstrates characteristics in line with the company vision and core values, including taking responsibility for delivering convenient, courteous and correct responses by following policies and procedures.

·         Demonstrates ability to perform within detailed guidelines and transfer learned skills into practical application by using probing questions to educate customers and accurately process their requests.

·         Uses discretion as well as knowledge of legal regulations and Kohl’s policies to feel empowered to make sound decisions.

·         Utilizes all available resources (i.e. eSource, Knowlagent, Communications, etc.) and retains the information found in them to investigate and resolve customer inquiries efficiently and accurately with focus on first-call resolution.

·         Promotes Kohl’s/third party programs (i.e. Fix-IT, Kohl’s Account Ease, e-mail captures, etc.).

·         Demonstrates ability to navigate through systems effectively and efficiently, and utilizes this knowledge to assist customer in troubleshooting screen navigation.

·         Maintains confidentiality in regards to both customer accounts and proprietary company information.  Demonstrates integrity by adhering to Kohl's policies and procedures. 

·         Requires minimal supervision with assigned tasks.

·         Previous call center work in a customer service environment preferred.  Examples of demonstrated success in such an environment a plus.

·         Strong verbal and written communication skills – professional and pleasant telephone manner with ability to listen actively and communicate effectively.

·         Ability to maintain composure in stressful situations.

·         Working knowledge of basic Web applications.

·         Ability to multi-task.