What are the responsibilities and job description for the Call Center Representative position at Ackerman Security Systems?
Description
Reports To:
Call Center Supervisor
FLSA Status:
Non-Exempt Supervisory Responsibilities:
Job Duties:
Receives and resolves subscriber inquires, generate cancellation forms, assist in reducing attrition, capture new, conversion and takeover leads, schedule repair service, resolve billing questions and process credits, lend limited technical support to customers on operating their alarm control. Work closely with Supervisor on input and tracking National Account data changes and updates. Respond to alarm activity. Process new contracts through the database. - 90% Spent. Continuous improvement: seek, identify, implement new & improved ways of doing the job, to serve our customers better, create greater operating efficiencies & add value to our company. - 10% Spent. Other duties as assigned.
Requirements
Minimum Qualifications:
- Knowledge of: Customer care skills, ability to work under pressure of time constraints and to prioritize client issues, high volume inbound calls, multi-tasked, oral and written communication skills, and PC experience is required.
- Ability to: Work effectively in a team support environment to achieve total subscriber satisfaction. Spanish skills are a plus.
Qualification Requirements:
- Education: 4 Year Degree is preferred.
- Experience: Minimum of 5 year's of customer service experience in a like environment, to include Basic Math and Accounting skills.
- Licenses, Certificates & Other Requirements: Successful passing of FBI fingerprinting, criminal background check, drug test, and credit check.
Physical Requirements:
Lifting/Pushing/Pulling: Must be able to lift and carry boxes/packages up to 10 lbs, and able to push and pull file cabinet/desk drawers open and close.
Body Positions/Movements: Sits in a chair at a desk for approximately 7 or more hours daily. Retrieve items/supplies on overhead shelves and bend/stoop to reach files located in bottom file cabinets. Must be able to use calculator, telephone, PC/keyboard and various office machines on a daily basis and be able to write. Communicate both in person and on the telephone, enter information on the computer and read various instructions.
EOE