Quality Control (QC) Field Representative (CPI West) Greenville

Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.

Position Summary:

As a Quality Control Field Representative, you will travel to customer sites for quality checks of our security systems, while maintaining the highest standard of customer service.

Essential Functions

• Review reports to detect issues that require QC intervention
• Complete investigation at customer site when an emergency has taken place (police, fire, medic) perform necessary damage control measures to ensure complete customer satisfaction
• Complete routine quality checks at customer site following new install or damage caused by technician error
• Interact with customer base to problem solve and troubleshoot new or ongoing customer service issues
• Interact with interdepartmentally to provide customer feedback and resolve problems
• Provide feedback to Operations team on the quality of installations including written reports and photos to be used for training and coaching/counseling
• Provide feedback on performance of systems and equipment, design flaws, and coverage issues based on details gathered from field research
• Document data obtained during all quality control activities, consistent with company policies and procedures
• Work closely with Operations Manager to relay results and conclusions drawn from field checks
• Develop new approaches to solve problems identified during Quality Control activities
• Communicate significant issues or developments identified during investigation and provide recommended process for improvement

Knowledge, Skills and Abilities Required

• Must be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries
• Must maintain a high level of product knowledge, including, but not Iimited to: current product features and specifications, current corporate promotions, pricing, and discounts
• Must be able and willing to perform at a high level of competency and accuracy to meet or exceed departmental standards while upholding the best interests of the customer and the company
• Must be able to develop and sustain positive and harmonious working relationships with all customers and colleagues
• Must be able to maintain professional presence and represent the company favorably
• Must have good problem solving and decision making abilities
• Must be able to organize and prioritize daily tasks to achieve results
• Must be able to work independently
• Must be able to analyze problems and offer solutions
• Must be able to provide effective communication regarding issues, objectives, initiatives and performance
• Must be able to understand and embrace the company core values, corporate goals, mission, vision and priorities as set forth by Management, and be able to continually seek ways to meet or exceed goals and fulfill priorities
• May have additional duties as assigned by Management
• Ability to perform as a CPI team player, support all requests, and provide superior customer service

Other Experience Required

• Minimum of three years industry experience in a quality-oriented role with proven success
• Thorough understanding of all CPI Alarm systems (user interaction, troubleshooting, etc)
• Intermediate level of Microsoft products
• High school diploma required

The Perks

• Aggressive pay and the opportunity to work for an iconic brand
• Great medical, dental, vision, short- & long-term disability and life insurance options
• Company paid holidays, floating holiday, and paid time off (PTO)
• 401(k) plan with competitive company match
• Eligible for free monitored security system after 90 days
• Education assistance – we encourage and support our employees who want to improve their skills and further their education
• Engaging and fun company culture that's made up of a diverse group of people
• Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.
• An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff
• Birthday and Work Anniversary Rewards, PLUS a Rolex watch at 10 years of service!

CPI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and provides equal employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.