Tel-Tec Security Systems is looking for a dedicated Customer Service Representative to join our team! In this role, you work with our valued customers, ensuring they receive exceptional service, support, and training. You will visit out-of-warranty commercial accounts to maintain relationships, update service contracts, and gather feedback to enhance customer satisfaction.
Requirements
Required : High School Diploma or equivalent with additional training in Customer Service procedures and policies
Preferred : Four-year Degree in Business or Public Administration, Business Marketing, Psychology or a related fieldExperienceRequired : At least one to two years' experience in the Customer Service field and / or Customer Support or Relations or any similar combination of education and experience
Licensing / Registration / CertificationRequired : Valid Driver's License
Responsibilities and Duties
The principal responsibilities and duties of the Customer Service Representative include, but are not limited to :
Work with the Sales and other company departments to monitor project activity and assist customers.Work with the Accounting Department to ensure accurate billing of any customer concerns.Continually improve knowledge of the product lines to better serve the customers.Develop contractual relationships between company and customer when necessary for service / repair, monitoring, and certifications where contracts don't exist.Record, analyze, and inform management and concerned personnel of customer complaints and claims and recommend procedures to improve efficiency and reduce complaints, as well as corrective actions or services to reduce customer complaintsVisit out-of-warranty commercial accounts to offer new or renewed service contracts, prepare quality feedback surveys, and create second sales opportunities for the sales department.Visit customers at their facilities to post yard signs and permit stickers as required.Develop Leads when necessary for system upgrades and minor additions to customer equipment.Provide timely and accurate information to the Sales Department concerning future business opportunities.Provide 48-hour follow-up on any outstanding issues keeping the job from being explained and / or delayed.Compile and report information on complaints, jobs well done, and potential business opportunities to the Vice President of Administration.Prepare, generate, and maintain out-of-warranty letters and out-of-warranty tracking.Maintain confidential information related to customer transactions, including call lists, problems with units, manufacturing problems, etc.Ensure end users understand products and train as required; maintain training records and documents / revise training syllabus as needed.Establish and maintain a positive work environment, promoting harmony and employee morale throughout Tel-Tec Security Systems, Inc. and Tel-Tec Monitoring, Inc.Skills, Knowledge, and Abilities
Ability to apply common sense understanding and to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.Requires a basic understanding of administrative functions relating to maintaining customer records and the ability to explain all of the services offered by the company.Requires effective oral and written communication skills, excellent interpersonal skills, and computer literacy.Requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute the rate of markup or discount ratios and the percentage of totals.Working Conditions
Office environmentTravel requirementsExposure to outside weather conditionsLong or irregular hoursPost-offer Federal and State Background Checks conducted
Post-offer Drug Screen conducted (Including Marijuana panel for the construction industry and performing federal contracts)
Full-time position with benefits
Pay starts at $18.00 / hour
EOE.
Salary : $18
