Customer Care Representative

Essential Duties & Responsibilities

• Answer incoming calls and make outbound calls to customers
• Respond to and follow up on daily correspondence and voicemail messages
• Assist customers with a wide variety of questions and/or concerns about their account
• Create a positive customer experience
• Assist customers with tasks such as making payments over the phone, setting up a web login or password, resending invoices, etc.
• First call resolution
• Answer contractual, alarm, and data entry inquiries
• Assist customers with new products, billing issues, contracts, etc.
• Use follow-up techniques to ensure inquiries are resolved in a timely and accurate manner
• Work closely with technicians on troubleshooting signals and technical issues
• Arrange service appointments including scheduling, contacting technicians, and distributing service tickets
• Adhere to all established procedures and controls
• Communicate professionally and constructively via phone and/or via email to provide problem resolution and ensure customer satisfaction and documenting the customer file with detailed notes
• Promote customer awareness of services and products that will enhance their stickiness
• Troubleshooting over-the-phone to reduce truck rolls
• Meet and exceed service level metrics
• Assist with special projects as needed
• Participate in self-directed continuous education on industry products and services during non-peak calling periods
• Other duties as assigned

Job Qualifications

• 1-3 years customer-facing experience required
• 1-2 years of industry experience strongly desired
• High level of customer focus and relationship building
• Excellent listening skills
• Self-directed and detail orientated
• Positive, pleasant, and professional communication skills - both written and verbal
• Ability to maintain control of a conversation and provide a high level of service to each call
• Ability to make decisions that are in the best interest of the customer and the company
• Must be able to work independently as well as in a team setting
• Proficient at prioritizing workload
• Proficient with Microsoft Word and Outlook
• Able to sit at a desk for long periods of time
• High School Diploma or GED required

Required Skills

• Ability to problem solve
• Customer-centric focus
• Able to prioritize assignments
• Self-starter
• Able to exchange ideas and information
• Flexibility in schedule
• Quickly build rapport and trust with customers and coworkers