Customer Care Representative

Customer Care Representative

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation

Job Summary:

SafeTouch is looking for a Customer Care Representative to work onsite in our Jacksonville headquarters. This role acts as the face of SafeTouch Security, responsible for providing first-rate technical and administrative support to customers with professionalism and accuracy.

Duties and Responsibilities:

• Answer a daily average of 40 – 60 customer service inquiries in a call center setting related to billing, service issues, or any other questions related to the customers' alarm system.
• Troubleshoot and resolve issues for the customer, acting as a first line of support before service appointments are needed.
• Schedule service appointments when troubleshooting does not resolve the issue.
• Act as a liaison between customers and various departments.
• Investigate customer accounts and events related to their accounts.
• Answer all customer questions with professionalism, courtesy, and accuracy. Successfully resolve customer concerns and needs.
• Control challenging customer situations as needed; escalate to the support team when other efforts have been exhausted.
• Notate each call with appropriate documentation.
• Promote and maintain a safe environment.
• Perform additional duties as required to support business needs.

Requirements:

• High School diploma or equivalent required.
• Minimum of one year of applicable experience in a call center or related environment.
• Strong computer applications skills with MS-Office. Able to quickly learn other applications and technical information.
• Exercise extreme caution with sensitive data.
• Strong listening, time management, and critical thinking skills in a fast-paced environment.
• Consistently maintain a positive attitude, professionalism, respectfulness and perseverance.
• Excellent written and verbal communication skills.
• Work with accuracy, able to multitask, and consistently maintain organization of all tasks.
• Coachable – open and receptive to detailed and frequent performance feedback.
• Work well both independently and in a team environment.
• Act as the customer's advocate, remaining calm and level-headed in high-stress situations.
• Punctual and reliable.
• Pass drug screening and background check requirements.
• Bilingual is a plus.

Physical Requirements:

• Remain seated at a desk, stand, or move from place to place for extended periods.
• Occasionally move light objects.
• Observe details at close range.
• Take notes, operate technology, and present information.
• Read documents and presentations using electronic devices and hard copy materials while interacting with others.
• Exchange accurate information in person, over the phone, in writing, and electronically.
• Communicate clearly and articulately for presentations and interpersonal interactions so others will understand.

Job Type: Full-time, non-exempt

Work/Base Location: Corporate

Core Work Hours/Availability:

• Training will run 4–6 weeks, Monday through Friday from 8:00 AM to 4:00 PM.
• Weekend and holiday availability required from 8 AM to 5 PM.
• Role includes two consecutive days off.
• Available shifts: 11 AM–8 PM (weekdays) or 9 AM–6 PM (weekdays), plus 8 AM–5 PM on weekends.

Travel: No

Pay Range: $18/hour

Incentives: Yes

Reports to: Director of Customer Care

Benefits:

• Competitive pay
• Comprehensive benefits package (medical, dental, vision)
• 401(k) with match
• Paid time off and holidays
• Opportunities for professional development and growth

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

SafeTouch is a certified Minority Business Enterprise (MBE) by the National Minority Supplier Development Council (NMSDC) and the National Association of Investment Companies (NAIC).