Role Specific Information

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.

Job Description

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

• Previous inbound/outbound call center experience

Essential Functions

The requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description from time to time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.

• Ability to perform the accountabilities listed in the “What You’ll Do” Section

• Ability to maintain prompt and regular attendance as set by the company 

• Ability to work at least 8 hours per day, occasionally longer when necessary to meet business needs, 5 days per week

• Ability to comply with dress code requirements

• Ability to learn and comply with all company policies, procedures, standards and guidelines

• Ability to give direction and receive, understand and proactively respond to direction from leadership and other company personnel

• Ability to work as part of a team and interact effectively and appropriately with others

• Ability to maintain composure and work in a fast paced environment while accomplishing multiple tasks within established timeframes

• Ability to satisfactorily complete company training programs

• Perform work in accordance with the Physical/Cognitive Requirements section

Physical/Cognitive Requirements 

• Ability to use a personal computer for tasks such as communicating, preparing reports, etc.

• Ability to plan, prioritize and monitor activities across business units

• Ability to complete or oversee the completion of assigned projects in a timely manner

• Ability to comply with health and safety standards