Senior Customer Service Representative

Description

• Answer in-bound calls about alarm systems, monitoring services, smart-home apps and devices while providing clear guidance and basic trouble shooting
• Create precise case notes and update customer records in ERP systems; follow documented procedures and QA standards
• Resolve billing questions and retention issues professionally and compliantly
• Upselling Services, Renewing Contracts, Negotiating Terms

Requirements

• Proficiency in Microsoft Word, intermediate skills in Microsoft Excel
• Bilingual skills are a plus
• Demonstrated technical aptitude; able to learn new software and toggle between systems while speaking with customers
• Ability to manage various customer in-boxes, ensuring all inquiries are responded to in a timely manner.
• Practice calm, effective de-escalation; with ability to reset between calls
• Detailed accuracy with ability to think critically, provide clear written documentation, strong verbal communication
• 3+ years experience in a high call-volume call center (customer care, technical support or retention)
• Proven composure under pressure with strong de-escalation skills; you maintain professionalism while demonstrating empathy with a sense of urgency
• Alarm company experience (e.g. central station, alarm dispatch, alarm dealer support)
• Willingness to take on additional tasks and make recommendations to ensure the operational effectiveness of the division
• You enjoy helping people, are patient and able to maintain a positive attitude without losing focus

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance