16 days old

Customer Care Representative I (REMOTE) (REQ 1069)

Reliance Steel and Aluminum Co.
Spring, 77379
  • Job Type
    Employee
  • Job Status
    Full Time

JOB SUMMARY

The Customer Care Representative reports directly to the HR Operations Manager.  The CCR is responsible for responding timely, efficiently and accurately to the REX Center customer calls and to ensure every FOC customer feels supported and valued.  The CCR gathers information from each caller to accurately provide the best possible solutions for basic questions or identifies if the call must be escalated.   The CCR is responsible for documenting all customer interactions, requests, resolution and action taken within the Case management application.  The CCR is knowledgeable on all REX Center self-service tools available and provides coaching to customers on these tools when applicable. The CCR will work closely with the REX Center team to share knowledge and ensure cases are followed through completion while consistently providing the highest level of customer satisfaction. 

ESSENTIAL FUNCTIONS

  • Manage inbound and outbound calls in a timely manner
  • Listen to customer concerns with the goal of identifying the issue/reason for the call
  • Communicates appropriate responses to customer issues (employees and FOC management) and works quickly to resolve them
  • Follow REX Center communication and instructional “scripts” when handling different call topics
    • Walk customers through Dayforce steps for basic transactions
    • Responds to and completes basic employee questions and transactions
    • Encourages and walks customers through self-service when applicable
  • Identify customer’s call needs and clarify information received to accurately create a case/task in Call Center management system (SNOW)
  • Identify Call exceptions (non-basic issues and concerns) and follows REX Center escalation process provided
  • Provides follow through and ensures closure for all cases created

OTHER DUTIES & RESPONSIBILITIES

  • All other duties and responsibilities as assigned by management.

Requirements

  • High School diploma or GED required
  • Excellent listening skills with a patient and empathetic demeanor
  • Bilingual speaking English/Spanish preferred
  • Clear and effective verbal and written communication skills
  • Dedication to customer satisfaction
  • Ability to multitask and prioritize while maintaining a positive and professional attitude
  • Working knowledge of Microsoft Office products
  • Accurate data entry skills with attention to detail
  • Ability to maintain a high level of confidentiality and professionalism
  • Ceridian Dayforce experience is a plus
  • Ability to build positive relationships with customers
  • Minimum one year (1) Call center and/or Customer Service experience required

Application Process:  To be considered for this position, the candidate must submit their resume to recruiting@rsac.com and specify the title and requisition number for which they are applying in the subject line or body of the email.

We are an Equal Opportunity/Affirmative Action Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local law.
 
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for the position or to participate in an interview, please let us know. 
 
Reliance Steel & Aluminum Co. provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.  Applicants who need accommodation in the job application process should contact Vandy Lupton at (213) 576-8819 or e-mail 
Vandy.Lupton@rsac.comto request an accommodation.

Categories

Posted: 2022-05-10 Expires: 2022-06-09

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Customer Care Representative I (REMOTE) (REQ 1069)

Reliance Steel and Aluminum Co.
Spring, 77379

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