13 days old

Customer Care Representative II (REMOTE) (REQ 1071)

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

The Customer Care Representative reports directly to the Supervisor of Customer Care.  This position is responsible for answering inbound calls and cases in a timely, efficient, and accurate manner via the REX Center Call Center and the REX Portal. Our goal is to ensure every FOC customer feels supported and valued. This role works closely with other team members and departments to provide the highest level of customer support.

The Customer Care Representative is responsible for gathering information from each customer to accurately provide the best possible solutions from basic questions to determining if the case needs to be reassigned to another department, tasked to support, or escalated to management. Thorough documentation of all customer interactions, requests, resolution, and action taken within the Case Management application is required. Ensure cases are fully resolved while consistently providing the highest level of customer satisfaction.   Assist with training of new hires and customer care group. Works closely with the Supervisor to ensure the group is meeting all customer service expectations.

Independent study is required to become familiar with all REX Center self-service tools, knowledge articles and training programs that are available to provide support, when applicable.

ESSENTIAL FUNCTIONS

  • Manage inbound/outbound calls and cases in a timely manner
  • Listen to customer concerns with the goal of identifying the issue/reason for the call/case
  • Communicates appropriate responses to customer issues (employees and FOC management) and works quickly and accurately to resolve cases
  • 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 needs and clarify information received to accurately create a case/task in the REX Center management system (SNOW)
  • Identify call/case exceptions (non-basic issues and concerns) and follows REX Center escalation process
  • Provides follow through to ensures complete resolution before case closure

OTHER DUTIES & RESPONSIBILITIES

  • All other duties and responsibilities as assigned by management.

Requirements

  • High School diploma or GED required
  • Minimum two years (2) Call Center and/or Customer Service experience required
  • Excellent listening skills with a patient and empathetic demeanor
  • Independent research and critical thinking skills are required
  • Clear and effective verbal and written communication skills
  • Ability to build positive relationships with customers and team members
  • Dedication to customer satisfaction
  • Ability to multitask and prioritize while maintaining a positive and professional attitude
  • Accurate data entry skills with attention to detail
  • Ability to maintain a high level of confidentiality and professionalism
  • Working knowledge of Microsoft Office products
  • Ceridian Dayforce and ServiceNow experience is a plus
  • Previous remote work experience is strongly recommended
  • Bilingual speaking English/Spanish preferred

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 II (REMOTE) (REQ 1071)

Reliance Steel and Aluminum Co.
Spring, 77379

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