CALL CENTER AGENT - 1010008001

Who we are:
GCC is a world-class company that produces, distributes and markets cement, ready-mixed concrete, aggregates, and innovative products related to the construction industries in Mexico and the United States. We take pride in being a market leader with a culture of innovation, high performance and safety. GCC offers a very competitive benefits program including paid time off, medical, dental, vision, short and long-term disability insurance plans, and a 401K.

What you will do:

Interact with customers to provide information in response to inquiries about products and services, take and process orders, logs calls, answer questions, find information and route customer to correct source for resolving problems or conflict and then enter information into the computer.

Main Responsibilities:
1.    Fill new orders from customers or make changes in existing orders. Talk with customers by phone or in person and receive orders for products or services.
2.    Create or update customer records. Fill out forms, prepare change of address records, invoice details and contacts.
3.    Confer with customers by telephone in order to provide information about products and services, take orders or cancel accounts or to obtain details of customer concerns or problems.
4.    Contact customers in order to respond to inquiries or to provide notification of claim investigation results and adjustments.
5.    Adjust complaints concerning billing or services rendered, referring complaints of service failures to designated departments for investigation.
6.    Determine charges for services requested, collect deposits or payments and/or arrange for billing.
7.    Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes.
8.    Refer unresolved customer grievances to designated sub process performers for further investigation.
9.    Resolve customers' grievances to designated employees for further investigation.
10.    Resolve billing complaints by assigning the cases to the appropriate employee.
11.    Check to ensure that appropriate changes were made to resolve customers' problems.
12.    Keep records of customer interaction, recording details or inquiries, complaints, and comments, as well as actions taken.

Qualifications (Knowledge/Skills/Abilities):
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
•    High School Diploma or Equivalent
•    Proficient in Microsoft Excel and Word
•    JDE experience is preferred, but not required.
•    Excellent math skills at high school level or above.

Language Skills:
•    Must be able to read and understand written communication and communicate effectively in writing appropriately for the intended audience.
•    Must be able to speak with customers, supervisors, vendors and other employees and be able to convey information effectively.
•    Must be able to listen to the customer and give their full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate time.
•    Must be fluent in the Spanish and English language.

You will love working here because:
At GCC, employees are our most important resource. As a part of the GCC family, you'll be welcomed into a culture that promotes the company vision and internal career growth. Our company vision is to have our customers recognize us as a business partner that generates the most value for their construction projects. We're a sustainable growing company, a great place to work, and a solid investment for our shareholders. GCC is an enterprise with a global and sustainable approach. Our production is mainly devoted to the manufacture and sale of gray Portland cement, mortar, premixed concrete, concrete blocks, plaster, aggregates, and other construction materials. Join the family!

 

An Equal Opportunity Employer

GCC does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.