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Customer Care Representative

3 months ago

Honolulu, United States Zeus Fire and Security Full time
About Us

Alert Holdings Group LLC has built a reputation as a full-service life and safety provider of the highest quality products and services since 1962. With offices on Oahu, Maui, Big Island and Kauai we are able to provide standardized services statewide for life and safety systems like none other. We protect nearly 33,000 residential and commercial customers.

Role Overview

The Customer Care Representative serves customers by answering all incoming calls from the main line during business hours, resolving problems by clarifying issues; fulfilling requests; maintaining database. They are cross-trained on all department functions to assist others when needed. This position is expected to suggest alternative plans or solutions to operational problems and must be able to make independent decisions and deal with confidential information.

Status: Full-Time, Non-exempt

Key Responsibilities
  • Walk customers through troubleshooting technical issues.
  • Assist customers who are seeking to cancel, who are looking to move, or who want to transfer their system to another individual.
  • Resolve service problem by clarifying the customers complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Process payments when customer calls to pay an Invoice, update credit card/checking account information, answer customer's billing questions/concerns.
  • Resell the value of our products and services to customer by aligning product features with our customer's needs.
  • Receive incoming phone calls to place accounts into no response, or "in test".
  • Create service tickets for issues not able to be resolved over the phone.
  • Open customer accounts by recoding information, maintain customer records by updating account information.
  • Reviews customer profile and identifies customer needs, informs and recommends appropriate services; Resigns / Relocates / Upgrade / New Service.
  • Resolve customer complaints via phone, email or mail.
Qualifications
  • High School Diploma or General Education Degree (GED)
  • 2 years in a Customer Service occupation, Prior data entry skills (type 30wpm), 10-key experience, and telephone work experience preferred
  • Knowledge of various alarm panels and signal formats
  • Experience in customer service and/or sales in preferred but not required
  • Knowledge of the company and how to utilize all company resources
  • Knowledge of and proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and internet
  • Proficiency in both Accounts Creation & Testing
Additional Qualifications
  • Perform in a fast-paced and high expectation call center environment
  • Excellent time management, planning and forward-thinking skills
  • Self-motivated and a professional attitude
  • Excellent teambuilding, customer service, and interpersonal skills
  • Must possess good decision-making skills, be very organized and detail oriented
  • Strong listening, written and verbal communications skills
  • Ability to multi-task, prioritize, and manage time effectively
Work Requirements
  • The noise level in the work environment is usually moderate.
  • Normal office environment.
  • Monday through Friday, 8:00 am to 4:30 pm

The Alert Alarm Benefit:

Compensationstarts at $19/hour (DOE)

We offer a full benefits package including health, dental and eye insurance, Short Term Disability, Life Insurance, a 401k savings plan, paid-time-off benefits, training, opportunities for growth and development, and a team that cares about you. We even offer pet insurance

EEOC Statement

Alert Alarm Hawaii provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.