Customer Care Representative

Job Summary:

The Customer Care Representative is responsible for providing exceptional service to both external and internal customers by addressing product inquiries, resolving service issues, and ensuring customer satisfaction in a timely and professional manner. This role plays a vital part in customer retention, building trust with customers, and supporting field technicians. Additionally, the Customer Care Representative will be expected to actively contribute to meeting company metrics and uphold the high standard of service that defines ADS.

To perform this job successfully, an individual must satisfactorily perform each essential job duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems is an EEO employer.

Essential Functions and Responsibilities: 

• Demonstrate proficiency in ADS' computer programs, databases, and applications (e.g., NAV, Manitou, Microsoft Office, remote desktop services, phone systems, tablets, etc.).
• Effectively negotiate with customers to retain relationships and maintain ADS’ profitability.
• Resolve customer service or billing complaints by performing tasks such as merchandise exchanges, refunds, or bill adjustments.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders using computer systems.
• Provide support to field technicians by assisting with troubleshooting information.
• Make or receive calls, emails, or web submissions to customers to address their needs, concerns, or issues with products or services.
• Respond to customer inquiries efficiently and accurately, explaining solutions, and ensuring customers feel heard, supported, and valued.
• Practice active listening with customers, confirming or clarifying information, and diffusing situations with frustrated customers as needed.
• Build lasting relationships with customers and fellow Customer Care team members based on trust, reliability, and excellent service.
• Use software, databases, scripts, and tools appropriately to enhance customer interactions.
• Strive to meet or exceed Customer Care metrics while delivering consistent, high-quality customer service.
• Suggest or recommend products or services that may better meet customer needs and preferences.
• Maintain accurate records of customer interactions, inquiries, complaints, comments, and actions taken.
• Participate in ongoing training and learning opportunities to enhance knowledge of the company and position.
• Refer unresolved customer issues to appropriate departments for further investigation and resolution.
• Adjust work schedule as needed to ensure the department is adequately staffed during core business hours.
• Follow all company policies, procedures, and guidelines.
• Perform additional duties as assigned by management.

Education/Experience: 

• High School Diploma or equivalent is required
• Previous customer service experience is required

Knowledge/Skills/Abilities:

• Excellent customer service 
• Excellent listening skills and an empathetic voice and manner
• Excel and Word
• Excellent in written and verbal communication 
• Must be able to use office equipment – telephone, fax machine, all printers
• Organized and detail-oriented
• Ability to adapt to change
• Computer and typing skills
• Ability to thrive in a fast-paced environment, multitasking while keeping a focus on the customer
• Familiarity with the products and services offered by the company

Company Benefits:

Alarm Detection Systems offers a comprehensive benefits package designed to support the health, well-being, and financial future of our employees:

• Medical Insurance with multiple plan options
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Parental Leave
• Disability Coverage:
  • Employer-paid Short-Term Disability
  • Optional Long-Term Disability
• 401(k) Plan with tiered employer match
• Paid Time Off (PTO) starting at 3 weeks per year for employees
• Paid Holidays: 8 recognized holidays annually
• Employee & Friends/Family Discounts on security systems and monitoring services
• Pet Insurance Discount
• Employee Assistance Program (EAP)
• Tuition Reimbursement
  
• Company-sponsored events (friends and family welcome!)
• Continuous professional development opportunities
• A fun, positive, and high-energy work environment

Licenses/Certifications:

• Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation
• Maintain a driver’s license, maintain an insurable driving record, and be capable of driving on company assignments

Physical Demands:

To perform this job successfully, an individual must satisfactorily perform each essential job duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

• Sitting
• Fine Dexterity 
• Talking
• Hearing
• Vision

Work Environment:

The work environment characteristics described here represent those an employee encounter while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform the essential functions. Alarm Detection Systems, Inc. maintains a quiet, non-smoking office environment.

Salary : $20 - $22