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In this position, Customer Care Specialist travel to client sites on a rotating basis to ensure clients' needs are met. As a trained expert of our client's security products, this position ensures that clients work comfortably with their security technologies. This position requires regular communication over the phone, via email and in-person.
Essential Duties & Responsibilities:
Review, implement and follow up on requests from clients and internal team members to include Service, Accounting, Verification Center, and Data Center.
Meet established goals for performing proactive client calls and customer visits. Schedule retention visits with customers to review client info and address any questions, concerns, or training needs. Review client concerns with Manager to determine appropriate action for at-risk clients.
Review incident reports daily, follow up with clients to determine the cause, and follow up with appropriate action to prevent further false alarms, including training and/or system service.
Perform tasks and provide communication regarding installation projects for new and existing clients, including welcome and Wrap-Up emails, collect Account set-up information, communicate updates and timeframes, and process close-out documents.
Develop a complete understanding of all approved equipment and applications to provide training, support, and education to clients on system usage.
Input data into Sedona database to include details regarding client calls and visits, follow-up on client requests, cancellation information, and incident follow-up. Submit Account Status Change and Cancellation forms via SPIN (intranet).
Follow up on cancellation requests to determine the specific reason and respond appropriately. Review with Department Manager(s) if cancellation is the result of cost or service concerns to potentially retain the client.
Complete projects and perform other duties as assigned or needed. Examples include ordering and delivering cards or fobs, providing parts to job sites, filing, re-evaluating client data, or communicating technology updates to clients.
Any other duties assigned by management.
Education & Qualifications:
A high school diploma or equivalent
Valid driver's license with a clean driving record
One year of customer service experience
A team-oriented, upbeat personality
Ability to exercise judgment and make decisions
Ability to communicate effectively
Computer and math proficiency
Ability to manage multiple priorities and work in a fast-paced environment
Other Duties:
Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
Performs other duties as assigned.
Physical Requirements:
Ability to lift up to 10lbs
Comfortable walking around job sites and occasionally use of step ladders
Pay:
Benefits and Perks:
Excellent pay
Medical, dental, vision
Company paid life insurance
Company paid short-term disability
401K with employer match
Paid vacation and company holidays
Training and Career Development
Company vehicle (if job applicable)
Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees
Pye-Barker Fire and Safety is an Equal Opportunity Employer