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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. 

Physcial Requirements:

Stand or Sit(Stationary position), Walk(Move, Traverse), Climb (stairs/ladders) or balance (Ascend/Descend, Work atop, Traverse), Talk/hear(Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information), See (Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess), Pushing or Pulling, Reaching, Repetitive Motion, Use hand/fingers to handle or feel (Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position)

Function in the Job:

Sedentary Work- Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Job Function:

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 topicsWalk 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.

LOCATION: Los Angeles/Pasadena area - Working a minimum of three days per week in-office

Required Skills:

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

Compensation Range:

The anticipated compensation for this position is USD $21.63/Hr. - USD $26.44/Hr. depending on experience, qualifications, and location.