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Inbound Customer Service

Industry

Call Center and Customer Service

Advert ID

USA_385727

Location

Cedar Rapids

Job Type

Contract

Hours

Full-Time

Salary Range

USD15.90/hr

No. of Openings

1

Branch Information

Cedar Rapids, IA - (USA) 3318 First Ave NE Suite F - Kenwood Plaza IA Cedar Rapids , IA - 52402 Phone : 319-366-7661

ContactNumber

319-366-7661

Job Description

Do you enjoy solving problems and digging into data to find answers? Do you have an inquisitive and investigative mind? Manpower has immediate openings for Inbound Call Center Associates in two departments on 2nd shift in Cedar Rapids, IA.

What's in it for you?
* Full time hours
* Second shift: 2pm-10pm M-F
* Competitive wages at $15.90 per hour
* Seasonal, running into early 2018; potential for a few temporary to hire spots
* Option to take free college courses and skills training
* Paid training

What is the job?

Fraud Analyst:
* Review and process customer orders in holding
* Review and process Sales Audit Reports and identify multi-channel fraud
* Obtain approval on lost/stolen credits and on manual credit card authorizations
* Review selected Web, Phone, and Point of Sale orders
* Work closely with Visa, MasterCard, American Express, Discover and client credit for order authorization referrals and declined orders
* Respond and resolve incoming calls from Customers, Customer Service Specialists, Bank employees, Loss Prevention, and Law enforcement regarding fraudulent or potential fraud
* Provide feedback to management on trends
* Perform ongoing review of procedures to identify ways to streamline or improve procedures

Delivery Research Specialist:
* Review No Product Return requests in the work order queue to determine if a credit is due
* Provide management with detailed, accurate and concise customer information to identify ongoing issues
* Own case requests and follow up with customers through phone and e-mail
* Work with multiple teams and departments in an effort to resolve customer issues
* Utilizing problem solving skills to effectively offer solutions to the Contact Center while helping them service their customers pertaining to lost or stolen packages
* Take escalated calls, utilizing problem solving skills and communication
* Review and process Sales Audit Reports and identify multi-channel fraud rings
* Review and analyze delivery data, using all resources to rule out successful delivery
* Respond and resolve incoming calls from Customers, Customer Service Specialists, Full Line Store Employees, Loss Prevention, and Law enforcement regarding unsuccessful delivery claims
* Provide feedback to management and other team members on group trends
* Identify illegitimate credit requests to efficiently prepare evidence and out client's position
* Audit customer data using a multitude of tools to link together purchase history
* Perform ongoing review of procedures to identify ways to streamline or improve procedures

What you bring to the job?
* Six months of call center experience preferred
* Experience in the loss prevention, banking, investigative or fraud field preferred
* Develop rapport quickly and maintain good customer relationships
* Display excellent follow-through and attention to detail
* Work in a fast paced environment and demonstrate a high sense of urgency and confidentiality
* Demonstrate superb written and verbal communication skills
* Have a track record of effective problem solving, coupled with the ability to remain solution oriented at all times
* Exceptional conflict management skills and the ability to maintain a positive and professional composure
* Technical/computer skills required

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