Job Title: Customer Service Specialist
Location: Plano, TX
The Customer Service Specialist is responsible for providing contracted Welfare Checks for client sites and documenting all required Welfare Check data within computer or written files as necessary.
1 st Shift: 6:30am-3:15pm – Includes working weekends with 2 consecutive days off during the week
2 nd Shift: 2:20pm-11:15pm – Includes working weekends with 2 consecutive days off during the week
3 rd shift: 10:30pm-7:15am – Includes working weekends with 2 consecutive days off during the week
A Customer Service specialist is eligible to apply for an Intervention Specialist position after 90 days (3 months,) of employment in the Customer Service position.
PRIMARY RESPONSIBILITIES AND FUNCTIONS:
Remote Tours – The remote tour service alerts loiterers, drug dealers and potential criminals that all activity at a business is being monitored and recorded. The random and periodic nature of these tours helps prevent criminal activity as well as possible internal theft and identify any equipment issues on site. Customers who use the Remote tour service have seen fewer panhandlers, loiterers and drug dealers, have more customers at their business and are able to quickly identify equipment issues.
Virtual Escorts – Virtual Escorts were created to act as an extra set of eyes and ears for employees and customers moving from one vulnerable location to another. Used inside to chaperon employee to and from high security areas, as well as outside to remotely watch them walk to their cars, this service gives an added level of security and peace of mind.
Openings and Closing Escorts –the Opening and Closing escort service was created for customers who require additional security during the opening and closing hours of business. In addition, from the Command Center, CSS can alert a business if it not opens at a certain time and conversely, we can report back to the customer if the business is closing early.
A Customer Service Specialist is required will receive and direct incoming telephone calls, both emergency and business and will obtain all necessary information from the client to determine their needs and takes the appropriate actions.
Customer Service Specialists will resolve client requests on the phone as necessary, including alarm operations, complaints, inquiries and requests for service. In addition, a Customer Service Specialist will promptly and courteously respond to and resolve client inquiries regarding emergencies, resets, complaints, system operation, and service.
A Customer Service Specialist will and when necessary, promptly forward all inquiries to a team member if not qualified or empowered to resolve. However, "the front-line" employee owns the inquiry and/or problem and is responsible for closing it out with the customer.