Serve as the first point of contact for account inquiries regarding Kohl’s Charge Card, Kohls.com and Collections. Resolving escalated issues, and providing coverage as scheduled on the floor, while demonstrating effective time management skills. This position may also be responsible for collecting and analyzing data to identify and react to trends impacting our customers and associates. This Associate acts as a role model for all CSAs by upholding Kohl’s Values; a team expert providing genuine and courteous responses to our customers and associates while putting customers first. Job Title • Partner with Coordinator for Huddle Preparation, at times present in conjunction with Coordinator • Personal CBT participation for Leadership Growth • Partner with Coordinator on their own personal development plan • Motivate and encourage team members (Develop and Promote Team Incentives) • SME (Subject matter expert) and provide tips & tricks (Department Updates) and partners with Coordinator to answer questions and assist the POD and floor • Take escalated calls • Productive Time of 50% in Phone, Chat, Case, and/or Email time (Specific to the channel of the Associate) • Call driver awareness

Customer service representative is to provide excellent customer service by explaining policy coverage, claim status and assisting with claim payments or other policy information to policyholders and/or interested third parties. Taking Part D calls for United America and First American for prescription drugs. Responsible for servicing of customer accounts while being able to maintain a high level of customer relations. Having the ability to communicate with others regarding customer accounts. Update accounts with information, addresses, etc. Input all notes into the computer whenever there is contact with customers. Heavy phone contact with policyholders, providers and interested third parties. Processing policyholder requests from correspondence, phone calls and emails. Review and maintain new and revised procedures regarding policy information. Maintain department standards for number of calls, average handle and time management

Customer service that work with United Health Care for their (AEP) Annual Enrollment Period That begins October 15 to December 7 that happen every year for customer who are ageing in at 65 or older. Responsible for servicing of customer accounts while being able to maintain a high level of customer relations. Having the ability to communicate with others regarding customer accounts. Update accounts with information, addresses, etc. Move to Optum Rx helping customer setup their mail order for their medications and taking payment and verify that their information is correct.

CCC Outbound Sales As a customer service representative- Providing excellent customer service for surrounding area agents in an outbound call center environment. Task includes follow-up documents, scheduling appointments, payment reminders, and setting/ confirming online capabilities for customers. Escalates problems or inquiries as needed. Handles basic and routine inquiries and problems and escalates issues when needed. Ensures notes in household pages provide a seamless experience to the customer regardless of channel used to do business with us. Possesses knowledge of State Farm products and procedures. Uses established procedures, scripts, and screens. Develops positive customer phone skills. Develops basic understanding of response center or processing center dynamics. Reviews and verifies transactions to ensure proper processing according to established quality standards