Kohl’s is immediately hiring full-time Collections Representatives to join our team! Be part of a team culture that values diversity and inclusion, works hard to help each other succeed, and celebrates each other's wins to deliver a best-in-class experience for our customers. This is a hybrid role based in San Antonio, TX that requires the ability to work from home and come into the office for monthly meetings and trainings throughout the year.
Starting Pay $18.00-$21.00 based on experience
About the Role
As Credit & Customer Service Senior Representative - RMO, you will be responsible for building and strengthening customer loyalty by finding the right solutions for our customers’ needs. You will be responsible for resolving customer interactions ranging from standard to complex with Kohl’s. This may include but is not limited to: Kohls.com orders, Kohl’s credit card inquiries and payments, collections on advanced levels of delinquency, Fraud, Kohl’s Rewards, social media, specialty accounts and seasonal recruiting and onboarding.
What You’ll Do
Take ownership of the customer experience to deliver positive outcomes across one or more business lines
Adapt service approach to meet customers unique needs
Strengthen customer commitment through delivering positive outcomes
Prevent additional customer contacts through proactive resolutions
Assess advanced and routine customer issues by asking probing questions
Listen for cues to tailor the interaction and better serve the customer
Provide appropriate unique and standard solutions to build customer confidence
Apply available resources to satisfy complex and routine customer needs
Negotiate win-win resolutions with minimal guidance while striving for a first contact resolution
Overcome a variety of customer objections to create favorable solutions
Apply policy and procedures accurately
Perform job duties with high degree of accuracy
Follow compliance guidelines
Document customer interactions for efficient resolution
Provides routine back office support with Recruiting 2.0, chat, email, fraud order review and/or application calls when necessary
Serve as the first point of escalation for non-routine customer service issues
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
What Skills You Have
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