Home Security Analyst

Job Title: Home Security Analyst

Reports to: Home Security Supervisor

FLSA Status: Non-Exempt

Department: Home Security

Location: Coral Springs

About our company

Blue Stream Fiber provides all customers, including residents, HOAs, COAs, developers, and businesses with the most advanced broadband, television, and voice products all over 100% gigabit-capable networks. With a 45-year history of providing customers with local and high-touch customer service and world-class future-proof technology, Blue Stream Fiber has become a trusted telecommunications partner throughout Florida and Texas.

Our Mission Statement:

We earn the trust of communities to provide their essential connection to the world, Internet Service. Using our service will improve our customers’ daily experience, because for once, they will have Internet, TV and Phone that just works right every day and is backed by a team that cares.

Our Vision Statement:

To push the bar higher each day, to never stop listening to our customers and to provide a service that is clearly better than anyone else.

Why work for us:

• Industry leader for over 45 years.
• Great culture and support team.
• Dynamic and collaborative team environment.
• Eligibility to enroll in medical benefits after one month, as well as 401K plan.
• PTO & Paid Holidays.
• Strong company commitment to community outreach initiatives.
• Recipient of multiple industry awards, including Best Places to Work, Innovation, Leadership and Readers’ choice.

About the role:

As a Home Security Analyst, you will be a Total Home Security solutions expert and brand ambassador for Blue Stream Fiber customers across our footprint. Often acting as the key point of contact for home security customers, answering both phone and written inquiries, providing technical advice and demonstrating how to use new products and services as well as troubleshooting existing services.

Responsibilities for this role:

• Curate relationships between new and existing customers.
• Provide initial consultations and schedule appointments for installation as well as service calls.
• Perform activation of equipment.
• Assist customer with setting up online account profiles and set security parameters.
• Provide expert troubleshooting on equipment with customers and field technicians.
• Provide customers with assistance on phone application to arm/disarm system as well as adding additional devices and equipment.
• Attend necessary departmental meetings.
• Successfully complete all product and service trainings.
• Contact customers after service call to ensure satisfaction with work.
• Route technicians for installations and service calls.
• Track technician progress and follow up when needed.
• Process USPS mail for updates and customer alerts.
• Communicate with monitoring company to test systems when needed.
• Adheres to regular and predictable attendance and punctuality.
• Performs other duties as assigned.

Requirements for this role:

• Maintain current FASA/BASA certification and ensure renewals when needed.
• Ability to read and write in English.
• Computer Skills - Contact Management Systems, Spreadsheet Software, and Word Processing (Microsoft Office) Software, Data Entry, and Order Processing Systems.
• Experience with Call Center Metrics and Call handling software.
• Experience on phone calls, chats, & emails.

Blue Stream Fiber is an affirmative action and equal opportunity employer, our team has a wide range of backgrounds and experiences, and we value:

• Accountability
• Innovation
• Teamwork
• Diversity & Inclusion
• Dependability
• Integrity

We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital state, sex, sexual orientation, disability, veteran status, or any other classification protected by federal, state, or local law.