What are the responsibilities and job description for the Customer Care & Scheduling Positions | In Office - Not Remote position at Phoenix Systems?
Job Description
Job Description
Description :
This role is an in office position in our Customer Care or Scheduling department. The role is responsible for scheduling installation appointments, talking with customers or end users and maintaining the schedule of the field technicians to ensure all assigned projects are completed timely.
Requirements :
Essential Duties and Responsibilities :
Answer customer and employee inquiries
Develop and maintain a knowledge base of the evolving products and services
Document and update records in Maxaware, other systems and shared drives when needed
Creates data tables that supports positive or negative feedback
Complete learning path for each office operational department
Intermediate knowledge, based on job descriptions, of all office operational departments
Coverage for all operational department vacations
Perform other duties as assigned
Scheduling :
Create floor plans for low voltage installation
Audit floor plan work orders with purchase orders to ensure all installed items are being invoiced
Providing customer service to builder clients with progress updates
Send confirmations for job readiness
Check pictures and work orders for completeness and quality
Customer Care :
Coordinate and schedule local and remote technicians for customer service appointments
Provide support and assistance to customers and field technicians on job sites
Handle incoming customer calls to analyze and resolve basic security system and / or audio / video malfunctions
Qualifications and Education Requirements :
Minimum 2 years experience in customer service, sales or other related field
Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
Excellent telephone and computer proficiency (Office 365 – Word, Excel, and Outlook)
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
Ability to work independently and to carry out assignments to completion within standard accepted practices.
Must be able to clear a background check and drug screening
High school diploma or GED required
Associate degree preferred
Other Preferred Skills / Abilities :
Home building industry experience preferred
Prior low voltage experience preferred
High degree of initiative
Self-motivated and driven
Persuasion, negotiation, and closing skills
Physical Requirements :
Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards
While performing the duties of this job, the employee is regularly required to stand, sit, talk, listen, and use hands and fingers to operate a computer and telephone.
Ability to sit at a computer terminal for an extended period of time.
Work Environment :
Moderate noise (i.e. business office with computers, phone, printers, and light traffic)
Office Setting
Benefits :
Paid Time Off Program - Start accruing PTO your first week!
Eight Paid Company Designated Holidays
401(k) w / company match
Health, Dental and Vision Insurance options that start the 1st of the month after 60 days of employment
Short Term Disability Options
Long Term Disability Options
Employee Assistance Program
Life Insurance Options
Employee Discount
Free Alarm Monitoring
Monday - Friday daytime work schedule (no nights or weekends)
Positive work culture with opportunities for advancement and growth
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