What are the responsibilities and job description for the Customer Experience Department Agent position at Pye-Barker Fire & Safety, LLC?
Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.
This position is responsible for organizing, scheduling, and managing the flow of activities for the field technicians. They monitor/adjust the daily schedule as needed to complete the expected and upcoming work in the short term. This position is responsible for collaborating with service managers, office staff, sales staff, field technicians, contractors, and customers to ensure smooth and profitable projects from start to finish.
Essential Duties & Responsibilities:
Schedule appointments for clients, answer phones and track clients’ service records
Assess the service needs of clients and connect them with the correct provider
Take customer payments
Create and maintain a directory of service providers and resources
Create and maintain a database of clients and client needs
Interact with clients who are not satisfied, putting service and communication techniques into practice and resolving any conflicts professionally and answering inquiries respectfully
Provides assistance and technical support for clients calling in
Ensure each client is given the necessary services and follow up to fill ongoing service needs
Maintain good relationships with service providers and clients to keep a customer base
Monitor the services being provided and stay up to date on any services being introduced or discontinued
Expand the list of resources and providers to assure there are no gaps in services
Answer telephones and respond to email inquiries in the office
Able to work under pressure with tight deadlines and demonstrate adaptability in an ever-changing environment.
Scheduling with customers and multiple teams of technicians for emergency services and scheduled repair jobs
Serves as the main liaison for service managers, customers, and field technicians.
Perform other duties assigned by management.
Education/Qualification:
High school diploma or GED.
Associate's or bachelor's degree in business administration or in an industry-related field preferred.
A minimum of two years' experience in a similar role.
Advanced proficiency in scheduling software
Advanced knowledge of confirming and rescheduling appointments, as well as recordkeeping practices.
Excellent communication and interpersonal skills.
Other Duties:
Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
Performs other duties as assigned.
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.
#really #mountainalarm
Benefits and Perks:
Excellent pay
Medical, dental, vision
Company paid life insurance
Company paid short term disability
401K with employer match
Paid vacation and company holidays
Company vehicle (if job applicable)
Pye Barker Fire and Safety is an Equal Opportunity Employer
