Customer Service Representative II

4 weeks ago


TN United States Defenders Full time
Defenders: Protecting Lives and Valuables

At Defenders, we've been helping save lives since 1874. As the #1 smart home security provider in the U.S., we protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go.

Our Mission

Above all, our mission is clear: we help save lives for a living. We're looking for a career where you can make a real impact. If you're passionate about providing an amazing customer experience, we want to hear from you.

Job Summary

This role is an entry-level position in our Retention organization for the Advanced Care Team (ACT), with planned progression into an Associate III within 4-6 months. Additional career progression opportunities are available into other Retention Teams such as Account Management, Collections, or Existing Customer Sales.

Key Responsibilities
  • Answer incoming calls from customers and/or employees.
  • Enhance the customer experience through excellent communication.
  • Identify the reason for the call through discovery.
  • Assist customers with understanding and resolving billing issues.
  • Troubleshoot ADT products and services.
  • Transfer the call to the appropriate department as necessary to ensure the optimum customer experience.
  • Schedule appointments where applicable.
  • Reschedule service or installation appointments where applicable.
Requirements
  • High school diploma or equivalent, some college preferred.
  • 1 year experience in Customer Service required, Sales/Retention preferred.
  • Experience working with multiple screens and programs.
  • Computer proficiency and problem-solving skills.
What's In It for Me?
  • Great Team Culture: ACT is a smaller department which makes it easier to stand out for excellence. Our department is often recognized for top performance, and we win with our people-centric culture.
  • Promotional opportunity: this role is a great entry point into Defenders with planned advancement for an employee with interest in advanced customer service, leadership, and retention.
  • Remote: You can work from home following completion of training and onboarding.
  • Shift Bids: We have several voluntary mini shift bids throughout the year. Shift bids are based on your performance. You can earn the schedule you want by improving with your performance.
Pay and Benefits Disclosure

Pay for this role varies. The pay range for this role is $17.00/hour and is based on experience and qualifications. Within 4-6 months this position has planned promotional opportunities that will come with increased pay and monthly bonus eligibility. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others.



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