Customer Support Representative

Job Title: Client Support Representative

Summary:

We are seeking a highly motivated and organized Client Support Representative to join our team. As a Client Support Representative, you will be responsible for providing exceptional customer service to our clients, responding to inquiries, and resolving issues in a timely and professional manner.

About You:

• You have excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and other stakeholders.
• You are a quick learner, with the ability to understand complex technical information and communicate it clearly to clients.
• You have strong organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
• You are a team player, with a positive attitude and a willingness to go above and beyond to deliver exceptional results.

About Us:
We are a leading provider of security solutions, dedicated to delivering exceptional customer service and supporting our clients' needs. We value innovation, teamwork, and continuous improvement, and we strive to create a positive and inclusive work environment.

Role and Responsibilities:

• Provide exceptional customer service to clients, responding to inquiries and resolving issues in a timely and professional manner.
• Respond to customer inquiries via phone, email, and chat, utilizing troubleshooting checklist guides to resolve system issues.
• Schedule jobs for the field team based on customer requests and availability, ensuring efficient job scheduling to maximize productivity and customer satisfaction.
• Accurately document all customer interactions, job details, and service requests in the CRM system, maintaining organized and up-to-date records for all customer activities.
• Assist with managing and troubleshooting alarm systems for customers, coordinating with technical teams to resolve any system issues.
• Perform audits for alarm panel information and central station information, reporting and entering accurate customer account details into the central station website and compass downloader software.
• Handle shipping and receiving of equipment, ensuring accurate inventory management, inspecting and documenting incoming and outgoing shipments for quality and accuracy.

Qualifications and Education Requirements:

• Minimum of High School Diploma or equivalent; associate degree or higher preferred.
• Proven experience in a customer service role, preferably in a technical or service-oriented industry.
• Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook), Adobe Acrobat, personal computers and smart devices.
• Proven record of excellent communication skills, both written and verbal.
• Proven strong organizational and multitasking abilities.

Work Hours:

• Full-time position, Monday through Friday from 7:30am to 3:30pm
Pay, Benefits & Perks:

• Hourly position and rate based on experience

• Bi-weekly, direct deposit every other Friday
Medical, Dental, Life and Voluntary Accidental Insurance
Matching 401k plan - 100% match up to 4% to eligible full-time employees

• 125 Health plan - adds more to your pocketbook

• 40 hours paid vacation after one year
80 hours paid vacation after three years

• Six Paid Holidays

• Arizona Sick Pay benefits

• Company parties throughout the year and fun themes

• Team building events

• Mileage reimbursement

• Employee recognition program (voted by peers) with bonus incentives