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Customer Care Specialist

2 months ago

Southfield, United States Guardian Alarm Company of Michigan Full time
General Purpose and Essential Duties:

The Customer Care Specialist will interact with the company's customers by addressing inquiries and resolving complaints, while providing a high level of customer support on Guardian's products and solutions.
  • Interacts with customers to provide support and information on Guardian's products and solutions.
  • Ensures that appropriate actions are taken to resolve customers' problems and concerns.
  • Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments in MAS.
  • Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
  • Diagnose alarm system problems via telephone and create service ticket only after exhausting all resources and expertise
  • Perform all procedures as required to resolve customer problems and/or concerns
  • Diagnose customer system problems, escalate incoming calls to appropriate team members, or create work order for service after exhausting all resources and expertise
Knowledge, Skills, Experience and Education Required
  • Excellent communication skills including active listening.
  • Service-oriented and able to resolve customer grievances.
  • Proficient computer skills with the ability to learn new software.
  • Knowledge of, or ability to learn Guardian's products and solutions.
  • Ability to remain calm in a high-paced 24/7/365 customer service call center environment
  • High School Diploma or G.E.D. required
  • Some college preferred
  • Regular and reliable attendance record
  • 1-2 years of customer service experience required