Customer Care Representative

Job Summary:

The Customer Care Representative assists our external and internal customers with product questions quickly, proficiently, and in a friendly manner. The Customer Care Representative will be instrumental in external customer retention by addressing concerns and product issues and communicating in a professional, positive way. Will have the ability to gain customer confidence and trust quickly. May also be required to provide basic system training.

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:

• Show proficiency with ADS' computer programs, databases, and applications (e.g., NAV, Manitou, Microsoft Office, remote desktop services, phone system, tablets, etc.)
• Competently negotiate with customers to retain customer relationships and maintain ADS' bottom-line
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
• Assists field technicians with information troubleshooting
• Answer, or make calls, email or web submission to customers to learn about and address their needs, complaints, or other issues with products or services
• Respond efficiently and accurately to customers, explain possible solutions, and ensure customers feel supported and valued
• Engage in active listening with customers, confirm or clarify information, and diffuse angry customers, as needed
• Build lasting relationships with customers and other Customer Care team members based on trust and reliability
• Utilize software, databases, scripts, and tools appropriately
• Understand and strive to meet or exceed Customer Care metrics while providing excellent, consistent customer service
• Make sales or recommendations for products or services that better suit customer needs
• Keep records of customer interactions or transactions, record details of inquiries, complaints, or comments, and ensure actions are taken

• Take part in training and other learning opportunities to expand knowledge of company and position
• Refer unresolved customer grievances to designated departments for further investigation

• May be required to adjust schedule to ensure the department is covered during core business hours
• Adhere to all company policies and procedures

• Must be punctual and adhere to attendance standards
• Responsible for onsite duties as assigned

• Other duties as assigned by management

Education/Experience:

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

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