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  • Job Title
  • Customer Service Representative
  • Location
  • Pasadena
  • Job Number
  • 119866
  • State
  • California
  • Job Class
  • Temp to Hire
  • Category
  • Marketing/Customer Service
Job Description
We are currently hiring Customer Service Reps for our client in Pasadena.

Ensure that all customer escalations and complaints are managed to excellent professional standards and within client's terms and policies.
Receive inbound contacts (calls, letters, etc.) and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained and all service levels are met. Maintain personal and team accountability for productivity and efficiency.
Demonstrate ownership of customer issues and work proactively with business units, partners and vendors to manage issues through to a complete resolution in at timely manner.
Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgement to understand when it will be both effective and necessary to appeal to a higher authority.
Demonstrate ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
Advocate as the voice for the customer to client. Proactively make recommendations to address root causes of escalations and complaints by leveraging escalation contacts and process.
Understand current business process and tools that impact our customer and work with manager and the necessary owners internally to resolve any issues and fix processes.
Share information and knowledge with other team member to recognize and reduce the number of repeated issues.
Capture all pertinent customer contact information accurately and concisely with in the data capture systems and ensure data is properly maintained.
Follow escalation and complaint procedures in order to ensure that all customer escalations an complaint are tracked an all relevant parties are informed of actions taken to resolve issues.
Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and /or outdated policy /procedure which caused front line efforts to fail.
Support employees and executive with resolving customer issues.
Maintain contact with all other relevant customer groups to ensure support for resolution of customer issues, consistency of approach and smooth cross department cooperation .
Actively participate in ensuring that client knowledge base is up to date.
Participate in team meetings, discussions and other activities as required in order to support the team and improve quality of the operation.

Bachelors Degree Preferred
3-5 years customer service experience required
Previous corporate escalations or higher tier experience required
Exceptional verbal and written communication skills.
Ability to communicate effectively with all levels of management and company personnel.
Exceptional verbal and written communication skills.
Ability to communicate effectively with all levels of management and company personnel.
Exceptional Problem-solving skills.
Highly effective organization skills
Demonstrated negotiation and conflict management skills
Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.
Proven success working in a collaborative team within fa fast pace highly visible customer and focused environment.
ability to work seated for a prolonged period of time.
Ability wear a telephone headset.
Ability to work independently and follow direction related to your job with little follow up by your manager.

Schedule: Monday through Friday 8 AM-5 PM.

Pay Rate: $17 - $19 DOE

Position requires a clear background check and drug screen.

This is a temp to hire position.

Please send your resume to Susie at Phone calls are welcome!! Please inquire within.

Kimco has been providing award-winning staffing services since 1986. With branch offices and on-site locations throughout California. We offer flexible employment options through our specialized practices: office professionals, technical support, accounting operations, and industrial staffing. Last year we filled more than 20,000.

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