Customer Care Representative

3 weeks ago

Newtown Square, United States Alert 360 Full time
Job Details Job Location A360 Philadelphia - Newtown Square, PA Remote Type Fully Remote Position Type Full Time   Job Shift Day Description

Essential Duties & Responsibilities

  • Answer incoming calls and make outbound calls to customers
  • Respond to and follow up on daily correspondence and voicemail messages
  • Assist customers with a wide variety of questions and/or concerns about their account
  • Create a positive customer experience
  • Assist customers with tasks such as making payments over the phone, setting up a web login or password, resending invoices, etc.
  • First call resolution
  • Answer contractual, alarm, and data entry inquiries
  • Assist customers with new products, billing issues, contracts, etc.
  • Use follow-up techniques to ensure inquiries are resolved in a timely and accurate manner
  • Work closely with technicians on troubleshooting signals and technical issues
  • Arrange service appointments including scheduling, contacting technicians, and distributing service tickets
  • Adhere to all established procedures and controls
  • Communicate professionally and constructively via phone and/or via email to provide problem resolution and ensure customer satisfaction and documenting the customer file with detailed notes
  • Promote customer awareness of services and products that will enhance their stickiness
  • Troubleshooting over-the-phone to reduce truck rolls
  • Meet and exceed service level metrics
  • Assist with special projects as needed
  • Participate in self-directed continuous education on industry products and services during non-peak calling periods
  • Other duties as assigned
Qualifications

Job Qualifications

  • 1-3 years customer-facing experience required
  • 1-2 years of industry experience strongly desired
  • High level of customer focus and relationship building
  • Excellent listening skills
  • Self-directed and detail orientated
  • Positive, pleasant, and professional communication skills - both written and verbal
  • Ability to maintain control of a conversation and provide a high level of service to each call
  • Ability to make decisions that are in the best interest of the customer and the company
  • Must be able to work independently as well as in a team setting
  • Proficient at prioritizing workload
  • Proficient with Microsoft Word and Outlook
  • Able to sit at a desk for long periods of time
  • High School Diploma or GED required

Required Skills

  • Ability to problem solve
  • Customer-centric focus
  • Able to prioritize assignments
  • Self-starter
  • Able to exchange ideas and information
  • Flexibility in schedule
  • Quickly build rapport and trust with customers and coworkers

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