Customer Experience Agent

4 weeks ago

Sparks, United States Mountain Alarm Fire & Security Full time
Come help us protect what matters most

Mountain Alarm is hiring for a Customer Experience Agent in our Reno, NV location.

Position Summary:

Our Customer Experience Department at Mountain Alarm is a small team of dedicated professionals focused on providing exceptional service. We understand that customers depend upon prompt and efficient effort when it matters the most. Our agents are trained to troubleshoot alarm systems, process payments, problem solve account or system issues, schedule service appointments and de-escalate delicate situations. We know that the experience our team provides is one of the top reasons why customers choose Mountain Alarm.

Do you strive to surpass customer experience expectations?

Do you love to help people?

Maybe YOU have the calling to help protect what matters most

Duties & Responsibilities:
  • Professionally administers all inbound/outbound calls to provide the industry's best customer experience.
  • Address customer billing inquiries, questions regarding service visits, concerns and compliments.
  • Provide basic troubleshooting to assist customers in silencing alarms, arming and disarming their system, battery changes and more.
  • Schedules service appointments and alarm inspections. Assist technicians by adjusting appointments and rescheduling when necessary.
  • Perform basic data entry within monitoring and accounting software.
  • Provide feedback to management regarding customer service breakdowns or customers concerns.
  • Performs other duties as assigned.
Education & Required Skills:
  • Prior alarm industry experience preferred
  • Scheduling or service coordinating experience preferred
  • High School Diploma/GED
  • Excellent customer service skills
  • Excellent phone etiquette skills
  • Working knowledge of electronics
  • Must read and speak English
  • Flexible style, perseverance, action-oriented
  • Punctual with excellent attendance
  • Must possess strong time management skills
  • Ambitious results oriented individual
  • Aptitude for problem-solving, ability to determine solutions for customers
  • Clear communication skills (email, phone, in-person) primarily among internal departments, field technicians, sales consultants, and customers.
  • Able to handle daily deadline pressure with positive "can-do" attitude.
  • Ability to maintain and project a positive outlook to customers at all times.
  • Maintains a good working environment with all employees, vendors, and customers.

About Mountain Alarm Fire & Security:

Mountain Alarm Fire & Security has over 65 years' experience protecting what matters most. The Company has grown and expanded to locations throughout Utah, Arizona, Colorado, Idaho, Montana, and Wyoming. As a family owned and operated company, we strive to provide the best customer experience from inception and beyond. We hire quality individuals with entrepreneurial spirits who are excited to help us soar to levels that far exceed our competition.

Acquired in December 2021 Mountain Alarm is now a Pye-Barker company. Since 1946, Pye-Barker Fire & Safety has been protecting communities through fire suppression and security alarm services. Pye-Barker Fire & Safety is a collective of the most prominent and reputable fire and life safety protection companies in the nation.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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