What are the responsibilities and job description for the Customer Service Associate - Night Shift position at Security Equipment Inc?
Founded in 1969, SEi is an Integrated Security Services company specializing in a variety of residential and commercial intrusion and fire alarm systems throughout the Midwest. SEi also provides access control, video solutions, and other integrated services. With our U.L. listed Customer Care Center, we provide monitoring services 24 hours a day, 7 days a week, 365 days a year.
The Customer Care Associate is responsible for taking care of SEi’s most cherished asset; its customers. Associates will interact with customers via phone, email, and chat to resolve their alarm activations and inquiries about their accounts.
- Provide accurate and timely responses to customer alarm activations using specialized monitoring software
- Assist customers with inquiries while providing consultative support and recommendations
- Ensures and provides quality service to both internal and external customers.
- Document in detail all interactions with customers
- Provide world-class customer service in a fast-paced Customer Care Center environment
- Effectively articulate complex information to a variety of technical and non-technical customers
- Aid customers with service related questions/problems
- Assist our Field Operations Team with inquiries into customers’ accounts
- Ability to read and interpret customer instructions and respond appropriately
- Continuously evaluate and identify opportunities to drive process improvements that enhance our customers’ experience
- Maintain quality service in alarm notification, inbound call, email contact, and web chat
- Successfully performs against department scorecard metrics including Quality Assurance, Resolution Rate, and Schedule Break Adherence
- Uphold SEi’s mission statement and core values
Requirements:
- High School Diploma or equivalent
- Minimum 2 years of customer experience
- World-class ability to communicate clearly and professionally, both verbally and in writing
- Exceptional interpersonal skills and commitment to customer satisfaction
- A reasonable degree of end-user computer ability in a Windows-based environment
- Maintain a positive environment, working with coworkers and customers within a diverse culture
- Ability to work in a team environment
- Excellent attention to detail and multi-tasking ability
- Be able to type 20 words per minute
- Consistent record of outstanding quality assurance scores
- Ability to build relationships with customers and coworkers
- Strong decision-making and analytical abilities
- Proven ability to work independently in a fast-paced environment
- Must have the flexibility to work Monday thru Sunday in shifts
- Must be 18 years of age
Shift:
- 6PM-6AM
- Must work one weekend night per week
$19-$22 range - Based on experience
This is an excellent opportunity for outstanding career growth with a financially secure and growing company.
Job Type: Full-time
Pay: $19.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 12 hour shift
- Night shift
Application Question(s):
- On a scale of 1-10, how would you rate your level of computer literacy?
- Do you have any issues with working 12 hour shifts?
Experience:
- Customer Support & Client Services Occupations: 1 year (Preferred)
Work Location: In person
Salary : $19 - $22