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JOB SUMMARY
The Call Center 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.
PAY RATE: $20 - $26 per hour / Depending on Experience
< br / > < br / > Required Skills < br / >
- LOCATION: Phoenix, Houston, or Los Angeles area ONLY
- Minimum one year (1) Call center experience required
- High School diploma or GED required
- Excellent listening skills with a patient and empathetic demeanor
- Bilingual speaking English/Spanish required
- 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
- ServiceNow experience preferred
- Ability to build positive relationships with customers
