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Company Contact Info

  • Austin, TX 78752
  • Carol Sales

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Kelly Services is seeking a Customer Response Analyst for a financial company.

Kelly Services • Austin, TX

Posted 22 days ago

Job Snapshot

Full-Time
Travel - Negligible
Degree - 2 Year Degree
$0.00 - $15.00 /Hour
$15.00 Per Hour
Other Great Industries
Accounting, Finance, Insurance, Customer Service

Job Description

Kelly Services is seeking a Customer Response Analyst for a financial company in downtown Austin. The Customer Response Team Analyst position plays a critical role in client's Voice of the Customer program within Customer Experience. The Customer Response Team Analyst is responsible for responding to highly escalated consumer complaints. This includes handling inbound / outbound potentially escalated contacts from client's customers. The analyst is responsible for researching and responding to customer inquiries and escalations from internal and external sources and identifying opportunities for improvement in the company customer experience. Responsibilities: - Resolve escalated issues related to pending authorizations, pending deposits, fraud and charge backs (disputes), distributor agents, or any complex issue that cannot be resolved at the CSII or CSIII agent levels - Consistently make sound judgment calls to resolve escalated customer issues - Issue monetary adjustments for refunds and/or charges - Identify opportunities for process improvements in customer service that lead to higher standard of service Skills/Education/Experience: - Two or more years of customer service experience, preferably in an escalations capacity - Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to customers and external agencies - Ability to collect and analyze data to assist in identifying trends/process gaps - Relates well to all kinds of people - Calm demeanor when handling escalated situations - Able to multi-task while working in a fast-paced environment - Ability to work a flexible work schedule a plus - Self-starter with sharp eye for detail required - Ability to work well in a collaborative work environment - Bilingual/Spanish preferred
Job ID: US576JCS_21337907
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