27 days old

Call Center Resolution Representative

Kelly Services
Grand Rapids, MI 49507
Kelly has an exciting opportunity in the Grand Rapids area for a Locally Remote Resolution Call Center position for $14/hr. While the position is remote, training will take place on-site in Grand Rapids for up to two weeks.

POSITION TITLE: Customer Service/Call Center Representative Resolution


Provides exceptional customer service to internal and/or external customers, including retailers and business partners.

Responsibilities include but are not limited to: providing standard information, completing forms, determining status of claims based on plan guidelines and meeting or exceeding department metrics for call handling, productivity and quality.


Assists consumers by providing highest level of customer service; remains professional and polite at all times.

Responds to standard questions and concerns in a timely manner from consumers requesting status updates; completes follow-up requests to ensure customer satisfaction; communicates in a clear and educated manner.

Reviews protection plans, service requests and technician reports to confirm accurate plan coverage; determines appropriate next steps for claim resolution.

Contacts retailers, technicians and customers to obtain all relative information regarding the claim.

Processes routine or standard claims based on documentation and categorization of claims; informs customer of results and closes out claim as appropriate.

Negotiates options for settlement and buy-backs within cost guidelines and price limits.

Diffuses escalated consumer situations with empathy; provides relevant education on protection plans and claims process; resolves issues regarding claims.

Aids internal and external customers during claim and general call center process; forwards call and relevant information to other team members, departments or management as needed.

Performs other duties as assigned.


1-year minimum customer service experience in a call center environment is preferred;

Office or customer service experience is preferred;

High school graduate or equivalent education is required;

Post-secondary education is preferred.


Mastery of the English language (both written and verbal);

Professional telephone etiquette;

Ability to read and interpret information;

Proficient computer and data entry skills; comprehensive knowledge of computer operations, including software and web-based programs; Applix; Microsoft Office applications (Outlook, Word, Excel, PowerPoint, etc.);

Ability to solve problems; diffuse escalated customer situations; excellent decision-making and negotiation skills;

Self-motivated with strong work ethic, time management and interpersonal skills; ability to work well with others;

Ability to operate dual screens and multitask; detail-oriented; follows instructions;

Knowledge and understanding of department metrics for call handling, productivity and quality;

Willingness to learn; flexibility to adapt to changes;

Maintain professional appearance and provide positive company image.


Professional office and call center environment.


Positions in this class typically require: typing, talking, writing, hearing, seeing and repetitive motions.

**We are interviewing today, don't miss out on this opportunity! Send your resume to** **_zachary.skinner@kellyservices.com_** **today for immediate consideration!**

**Why Kelly** **** **?**

Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-04-21 Expires: 2021-05-22

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Call Center Resolution Representative

Kelly Services
Grand Rapids, MI 49507

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