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Customer Experience Specialist
Silco Fire & Security
Handle customer calls, coordinate service, and ensure satisfaction.
5d ago
Junior (1-3 years), Expert & Leadership (13+ years)
Full Time
Cincinnati, OH
Field
Company Size
200 Employees
Service Specialisms
Fire Safety
Security Systems
Engineering
Consulting
Design
Technical Services
Sector Specialisms
Fire Protection
Security
Special Hazard Suppression
Vehicle Fire Suppression
Bi-directional Amplifier (BDA)/Distributed Antenna System (DAS)
Mass Notification Systems
Live Fire Training
Role
What you would be doing
customer notification
account entry
feedback tracking
appointment updates
policy development
cross-functional collaboration
- Proactively notify customers of any delays and propose solutions to maintain trust and satisfaction.
- Assist with administrative tasks such as new account entry, frontline phone coverage, and system updates.
- Gather and track customer feedback on the scheduling and service experience and identify areas for improvement.
- Provide clear, timely updates regarding appointment details, technician arrival times, and service expectations.
- Support the development of customer service policies, scheduling procedures, and best practices.
- Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
What you bring
service experience
crm
communication
high school
team player
problem solving
- Experience in service-based industries preferred.
- Comfort using and learning new scheduling, CRM, or field service management software. Excellent communication skills, both verbal and written, with a customer-first mindset.
- High School Diploma or equivalent
- Team player with the ability to work independently and collaboratively.
- Highly organized with the ability to prioritize tasks, manage multiple requests, and adapt quickly to changes.
- Strong problem-solving skills with the ability to think critically in fast-paced situations.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- employment contingent upon passing a background check and drug screen.
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Company
Overview
Since the 1980s
Year Founded
The company has been providing fire and security solutions for over four decades, establishing a long-standing reputation in the industry.
- specializes in designing, installing, and maintaining high-performance fire and security systems
- solutions span across a wide range of sectors, from commercial buildings to residential and industrial properties
- known for innovative approach, focuses on providing tailored safety solutions that meet unique client needs
- expertise includes fire alarm systems, CCTV, access control, emergency lighting, and fire suppression systems
- a key player in government contracts, offering solutions for public sector infrastructure and safety projects
- strong track record of successful project delivery, built a reputation for reliability and quality
- continually evolving, embracing the latest technology to ensure systems remain cutting-edge and effective
- Be prompt
- Quality is paramount
- Expect and reward performance
- Keep the family feel
- Repeat business is top priority
- Autonomy
30% Veterans
Workforce Representation
Highlighting the proportion of the workforce that consists of veterans, reflecting the company's commitment to hiring diverse talent.
3.6/5 Rating
Diversity & Inclusion Score
The company's Glassdoor diversity and inclusion rating, based on employee feedback.
66% Recommend
Employee Satisfaction
The percentage of employees who would recommend the company to others, as reported on Glassdoor.
82% Approve
CEO Approval
The percentage of employees who approve of the CEO, reflecting strong leadership support.
- Equal Opportunity Employer committed to fair consideration regardless of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, genetic information, disability, or protected veteran status
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