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Customer Service Representative
2 months ago
About the Role:
The Customer Service Specialist is a key member of our team, responsible for delivering exceptional customer experiences through timely and effective resolution of customer inquiries and requests.
Key Responsibilities:
- Provide technical and administrative support to customers via phone, email, and other communication channels.
- Program and troubleshoot customer intrusion, CCTV, and access control systems remotely.
- Create, schedule, and maintain service tickets for field technicians.
- Assist field technicians remotely with administrative and technical tasks.
- Update and maintain customer account information for continuity and quality control.
- Work proactively and reactively to maintain customer retention and prevent account cancellations.
- Collaborate with teams to prevent and lower service costs.
- Perform administrative actions to assist customer inquiries, account changes, and updates.
- Process customer requests for sales, renewals, resigns, upgrades, and reactivations.
- Answer customer questions regarding products, services, and accounts.
- Collaborate with team members, field technicians, and dispatch department to ensure security systems function smoothly 24/7.
Requirements:
- 3+ years' experience in a customer service role, interacting with customers via phone and email.
- Previous work experience in a service and installation environment.
- Ability to learn new technologies.
- Quick learning with a positive, cooperative, and accommodating nature.
- Excellent verbal and written communication skills.
- Strong work ethic and ability to apply security and confidentiality measures.
Work Environment:
- This job requires sitting for extended periods in an air-conditioned facility.
- Daily use of headsets to communicate with customers.
- Answering calls, typing, and navigating computer systems will involve repetitive movements within a fast-paced call center environment.
Benefits:
Alert Alarm offers a competitive compensation 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.
EEOC Statement:
Alert Alarm 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.
