Customer Service Representative

Company: SafeTouch Security
Location: Jacksonville
Posted on: November 8, 2024

Job Description:

Customer Service Representative SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of its success. Join our team and become part of a culture dedicated to excellence and innovation.Job Summary: SafeTouch is looking for Customer Service Representatives to work onsite at our Jacksonville headquarters. The Customer Service Representatives act 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 an average of 40 - 60 customer service inquiries (via email and phone) a day in a call center setting related to billing, service issues, or any other questions related to the customers' alarm system.
• Troubleshoot and resolve customer issues, including programming and troubleshooting IP cameras and access control to communities and small businesses. Act as a first line of support before service appointments are needed.
• Schedule service appointments using Smart Service 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.
• Perform special projects and other duties as assigned. 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. Intermediate to advanced level with QuickBooks and Smart Service. Able to quickly learn other applications and technical information.
  • IT troubleshooting experience to assist customers with VMS (Video Management Systems) preferred.
  • 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.Physical Requirements: Must be able to lift 15 pounds occasionally. Prolonged periods of sitting at a desk and working on a computer. Training Hours: 8 am - 4 pm Monday - FridayWork hours: Day shifts available: 7 am - 4 pm, 8 am - 5 pm, 9 am - 6 pm, or 11 am - 8 pm. Work weekdays and holidays as assigned. Must also work Saturdays on a rotating basis. Location: Onsite at our Jacksonville HeadquartersReports to: Director of Customer Experience & RetentionJob type: Full-timePay range: $18/hourBenefits:
    • Competitive pay (plus incentives)
    • Comprehensive benefits package (medical, dental, vision)
    • Paid time off and holidays
    • Opportunities for professional development and career growthSafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
      
      
      Compensation details: 18-18 Yearly Salary
      
      
      
      PI1943590a6278-37248-35984160

Keywords: SafeTouch Security, Port Orange , Customer Service Representative, Hospitality & Tourism , Jacksonville, Florida