Why Choose a Career at RACO?
At RACO Industries, we promote a work environment that is both team-oriented and respectful of your individuality. Our continued success is dependent upon all RACO team members combining their individual talents and unique personalities to work toward our common goals: providing excellent service, building long-lasting relationships with our customers, and maintaining our position as an industry-leading organization.
Below are all available positions:
Summary: Executes on activities concerned with providing a fantastic customer experience involving the technical services department by performing the following duties:
Success criteria for this job
- Serve the RACO customer with passion and customer-first mentality in all that you do.
- Utilize your analytical skills to make recommendations for opportunities for improvement in processes as well as the customer experience.
- Master the internal tools and processes utilized by the service team.
Essential Duties and Responsibilities of Service Administrator:
- Performs the daily customer support duties utilizing NetSuite and other internal tools including all customer follow up and follow through regarding service
- Account Management: Lead Assignment, Account Set-up, Account Updates, Credit RMA processing, Quoting, Orders
- Case Management: Follow-up, Repair History, Repair Updates
- Contract Management as it relates to repairs: Serial Number Validation, Warranty Status, Contract Status, Serial Swaps, Updates, SLA compliance
- Portal Management: Online RMA, Work Order & Case Management, Repair DashboardManages service email queue
- Create and send repair quotes to the customer for approval
- Processes repair orders and resolve cases upon completion of repair
- Coordinate with other departments and vendors to resolve customer matters
- Assist customer service and sales resolutions for service order questions
- Utilize time management and prioritization skills to allow for the efficient performance of all duties
- Provide superior phone etiquette when fielding customer inquiries via phone
- Provide excellent customer care to our external and internal customers
- Reviews past service pricing, researches and stays abreast of pricing changes
- Lead team in completing tasks to close cases
- Sales support for entire sales force as it relates to service
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments.
Interpersonal – Focuses on solving the conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Team Work – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed; Recognizes accomplishments of other team members.
Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Change Management – Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by the change; Monitors transition and evaluates results.
Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen – Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains the reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently;
Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity – Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly. A qualified individual will possess superior phone and communication skills, good PC skills, excellent experience with customer database programs (Microsoft CRM is a plus) and possess motivation for professional growth.
Location for this position is the Blue Ash, Ohio.
This position is also responsible for other duties as assigned.
Shift/Hours of Work: 40 hours per week, additional hours as needed
Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work: This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.
Travel: No travel is expected for this position.
Required Education and Experience: High school diploma and 4-6 years of hands-on B2B customer service experience.
Provide extraordinary customer service experience to our current customers and new prospects that engage our company. As the front-line support for our client base, individuals in this position will provide customer support over the phone and via email by handling the needs displayed by the customer and Sales team.
- Provide polished and professional customer service to clients and coworkers at all times
- Answer calls providing concise, accurate & complete responses to customer inquiries
- Listen and understand the customer needs and use tools to provide the appropriate information.
- Completely process all customer requests whenever possible
- Identify and escalate priority issues to the appropriate resources for resolution
- Process all customer requests accurately within defined service level guidelines
- Work within a team atmosphere to complete team responsibilities
- Work closely with Sales Representatives to learn customer base and popular product lines
- Manage customer’s repeat orders and follow-through with post-order requests
- Ability to work on the shift offered: 8am-5pm Monday through Friday
- 2-5 years or more of either B2B, technical product call center experience, or multi-product/service customer service positions
- Experience working with Sales Representatives desired
- Demonstrated knowledge of use of basic internet tools that are available
- Excellent verbal and written communication skills
- Experience in problem solving and analysis
- Strong organizational skills with attention to detail a must
- Proficient in Windows based software programs
- Typing skills of 30 wpm
- Experience with NetSuite and working within a customer database desired
- Customer Service oriented with a desire to help others
- Must speak English with superior language skills is preferred
- Excel when working in a team atmosphere
Successful candidates will:
- Enjoy phone interaction and be content with phone call interactions occurring all throughout the day
- Possess friendly, upbeat and confident demeanor
- Have previous experience taking inbound calls
- Enjoy multi-tasking in a fast-paced environment
- Soar in a team-based environment
Minimum Physical capabilities include: ability to operate computer and other standard office equipment at work location as well as all Wireless products.
40 hours per week, additional hours as needed
Location for this position is the Blue Ash, Ohio.
This position is also responsible for other duties as assigned.
Position reports to: Director of Customer Care
Shift/Hours of Work: 40 hours per week, 8am-5pm M-F; additional hours as needed
Location and Facilities
Conveniently located in the center of the Greater Cincinnati, Northern Kentucky region we offer an easy commute and free parking. We recently moved into to a newly renovated space for our employees to enjoy! Our onsite Café and outdoor eating area provides a relaxing space for employees to use during their breaks or lunch hour. We provide free lunch and healthy snack options on a daily basis.
Wellness is an important priority for us. We have an onsite, air-conditioned fitness room for employee use before or after work or during breaks. Monthly one-to-one access to our onsite wellness coach is included in our benefits package. Our Good Life Committee meets regularly to bring fresh ideas to the table to preserve this positive atmosphere.
To succeed in a growth environment we’re looking for energetic, inspired team members who thrive on challenge and confident in their skill mastery. Our work environment is relaxed, yet professional and warm. We promote an open sharing of ideas, collaboration, and recognition of strong performance.
The RACO Way
We are passionate about our work environment. The health of our organization’s culture allows us to provide a superior customer experience that translates into success for our business. Our company is a living, breathing organism with a distinct personality. We express this personality through the core values which define our culture. Each new addition to our team will live and breathe these values which we call The RACO Way.
- What’s Next?
- Every Interaction is an Opportunity
- We Got This
“What’s Next…” is the question we keep asking. It describes the feeling of anticipation we share as something new and exciting is about to happen. It’s about imagining the future, always improving. We are inspired, idealistic and entrepreneurial. If we don’t step forward, we’ll always be in the same place. There are no bystanders at RACO.
“Every Interaction is an Opportunity” is about how we treat others. It applies to anyone or anything: customers, vendors, co-workers, people we meet, what we read. We use it to identify our next loyal customer, our next great employee, or our next innovation. We’re all sales people. We’re all recruiters. We’re all learning. It requires awareness, showing respect and the ability to build trust.
“We Got This” means we get the work done. We take ownership. No passing it off and no excuses. It defines our work ethic. Resilient and resourceful, we will find a solution and make it happen. “We Got This” captures our casual, unpretentious, humble personality. A little quirky, but very human and very RACO.
The RACO Way collectively represents a set of beliefs that act as the glue holding us together as we grow, evolve, and adapt to competitive challenges. We express our personality through The RACO Way which defines our culture.
Do you connect with The RACO Way? If so, read on.
Is RACO right for you?
Our mission is to help our customers to work smarter and more efficiently when it comes to managing the challenges of their business, providing data management solutions such as barcoding technology, ID cards, security access, GPS tracking, and field mobility. The knowledgeable and experienced team members at RACO are passionate, goal-oriented, and responsible for continuous improvement to the processes and systems that have allowed us to function at our peak potential for nearly three decades. We believe that each new team member brings something unique to the table, raising the bar of our potential with every new hire. Being leaders in all that we do, we also understand the importance of achieving the balance between recognizing the responsibility of each individual team member in making RACO flourish, and fostering an environment where all employees achieve parity between their work and personal lives.
See what the RACO team has to say about the work they do each day:
“At RACO, we welcome new faces and look forward to learning from the past experiences of our new hires to make our company better for our future.”
— Amy Reddy, GM & VP Business Operations
“I believe that a sale is not something you pursue; it’s what happens to you while you are immersed in serving your customer.”
— Tonya Donaldson, Sr. Account Manager
“I love working for RACO because we are a team. Not simply because we work together, but because we respect, trust, and care for each other. Our customer service team has a leader — not a boss — who inspires enthusiasm and recognizes that each person is valuable and unique. She builds us up because leadership is action, not position!”
— Jennifer Wilson, Customer Service Representative
“One thing about RACO is I’ve never dreaded coming to work. Every day is different: new problems to solve, new people to help. Not many people love their job, but I’m one of the lucky few.”
— David See, Sr. Account Manager
“Since joining the team at RACO Card Solutions in 2009, I have discovered why we are so successful. At RACO Card Solutions, we don’t just move boxes. We are customer-focused and driven to know more about Identification and Credentialing than anyone in the market. We also work closely with our clients to find solutions to meet their unique credentialing needs.”
— Luke Spencer, Sales
“‘Extraordinary Excellence’ is our mission. Our team is our strength, and we’re determined to GROW!”
— Lynette Williams, Customer Management