What are the responsibilities and job description for the CUSTOMER CARE REPRESENTATIVE position at American Alarm & Communications?
American Alarm and Communications is a family-owned and operated company that was founded in 1971 and continues to grow at a steady pace through new business and acquisitions. We take our mission seriously and we foster a supportive, family-like atmosphere to help our employees succeed.
We are currently seeking a Customer Care Representative in our Arlington, Massachusetts location.
Summary of duties and responsibilities:
As a Customer Care Representative, it will be your job to assure customer satisfaction by responding to as many customer telephone inquiries as possible without transferring them to another person or department. You will represent the company’s products and services in a clear and positive manner to customers in accordance with American Alarm’s policy. Your follow through on promises to customers is your top priority. Our team members must be able to work well with others while pursuing team goals for productivity and innovation while striving for their own job satisfaction.
Primary Responsibilities:
- Answering incoming telephone inquiries while continuously improving your ability to offer the customer immediate, accurate responses and resolutions thereby minimizing transferring of calls and putting customers on long holds.
- Responding to customer inquiries via telephone, fax, email, or in-person.
- Continuously cross-train and develop improved ability to fulfill customer requests of multiple types and build your skills in performing customer service functions.
- Making outbound customer calls when necessary and as directed, supporting sales and operations staff with customer-related fulfillment requests.
Other Responsibilities:
- Must communicate effectively with customers and company staff, be well organized and detail oriented, develop and maintain good relationships with customers.
- Maintain confidential information related to customer transactions, including pricing, problems with equipment, etc.
- Enthusiastically support the company’s efforts to measure service level quality.
- Document frequently asked questions and “best practice” responses for implementation in developing a company procedure manual with other team members.
Education/Experience:
- Minimum of 2 years work experience in customer service, or call center is a plus, or a college degree.
- Candidate will need to have working knowledge of Microsoft Outlook, Excel, and Word.
- Position requires a versatile, enthusiastic, and team-oriented individual with strong organizational, interpersonal, and communication skills.
- Individual must have a proven track record of taking initiative and handling numerous priorities at once while maintaining accuracy and attention to detail.
Americans With Disabilities Act
American Alarm & Communications, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.
American Alarm & Communications, Inc. is committed to equal employment opportunity and nondiscrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any other characteristic protected under applicable law.
