Client Support Specialist

1 week ago


Ogden, Utah, United States AvantGuard Monitoring Centers Full time
Job Overview

Position Summary:

AvantGuard Monitoring Centers is on the lookout for a motivated and cooperative Dealer Care Representative. In this role, you will act as the primary contact for our clients, known as alarm 'dealers'. Your mission will be to assist these dealers in comprehending and utilizing all of AvantGuard's systems, tools, and offerings, ensuring their success by addressing inquiries and requests with accuracy, efficiency, and a friendly demeanor. We seek an individual who is dedicated to exceeding customer expectations.

What We Offer:

  • Comprehensive benefits package, including health, prescription, and dental coverage
  • Competitive salary structure
  • Tuition reimbursement programs
  • Additional perks such as company events, complimentary snacks, and a supportive team environment

Key Responsibilities:

  • Deliver exceptional customer service consistently
  • Engage daily with dealers to fulfill their monitoring service requirements
  • Ensure maximum availability in the dealer support queue
  • Collaborate with team members to manage daily data entry tasks
  • Assist dealers with technical troubleshooting to confirm their alarm systems are registered and operational
  • Educate clients on software functionalities, product usage, and data management practices
  • Execute necessary account procedures and updates
  • Analyze and retrieve data for customer reporting and account insights
  • Test and integrate new devices into existing systems
  • Support various projects as needed
  • Identify and address customer complaints and issues collaboratively
  • Maintain team and individual Key Performance Indicators (KPIs)
  • Respond to all inquiries via email within one business day
  • Answer all phone calls within 90 minutes
  • Participate in additional training to become proficient in our services

Required Skills:

  • Availability to work standard business hours full-time (40 hours per week)
  • No disciplinary actions beyond a verbal warning
  • Ability to provide outstanding customer service, ensuring each client feels valued, understood, and that their issues are resolved
  • A collaborative team player who enjoys assisting others through guidance, problem-solving, and ensuring accuracy in tasks
  • Excellent written and verbal communication abilities
  • Strong time management skills with the capability to complete all assigned tasks
  • Effective customer follow-up skills
  • Ability to analyze and interpret data
  • Capability to provide workflow instructions and product training materials to clients
  • Proficient in resolving procedural and technical issues independently
  • Ability to perform well under pressure for extended periods
  • Maintaining professionalism, diplomacy, and integrity in all interactions with colleagues and clients


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