Customer Service Specialist

Security Operations Center-X is hiring a full-time Customer Service Specialist. SOC-X is a new security technology company located in Troy, MI

Job Purpose

The Customer Service Specialist at SOCX is a key team member responsible for delivering outstanding customer service to clients while supporting the Administrative Manager with their duties. This role plays a critical part in client onboarding, providing ongoing client support, and maintaining positive client relationships. SOCX offers video and alarm monitoring services along with comprehensive intelligence gathering, and the Customer Service Specialist ensures clients receive the highest level of service while contributing to the administrative and operational efficiency of the organization.

Duties & Responsibilities

1. Customer Onboarding:

• Work closely with the Sales and Operations teams to onboard new clients smoothly and efficiently.
• Assist clients with the setup and configuration of their security systems and monitoring services.
• Provide client training and guidance on using SOCX's monitoring and intelligence platforms.
• Ensure all client information is accurately documented and securely maintained.

2. Client Support:

• Serve as the primary point of contact for client inquiries, concerns, and requests.
• Address client issues promptly, including troubleshooting technical problems and coordinating necessary actions with the operations team.
• Maintain open lines of communication with clients to provide updates, resolve issues, and gather feedback.
• Escalate complex issues to appropriate internal teams and ensure timely resolution.
• Document client interactions and resolutions in a clear and concise manner.

3. Relationship Management:

• Foster strong, long-lasting relationships with clients by understanding their unique needs and expectations.
• Proactively identify opportunities to enhance client satisfaction and provide value-added services.
• Collaborate with the Sales team to identify upsell and cross-sell opportunities to existing clients.
• Conduct regular check-ins with clients to ensure their ongoing satisfaction and address any evolving security needs.

4. Reporting and Analytics:

• Generate and provide clients with regular reports and insights related to their security monitoring and intelligence services.
• Identify and troubleshoot any customer service-related issues such as billing, schedule and other needs as required.

5. Administrative Support:

• Assist the Administrative Manager with responsibilities, including client management, HR support, and scheduling.
• Support the onboarding and offboarding processes, ensuring all personnel management protocols are followed.
• Help enforce company policies and procedures as directed by the Administrative Manager.
• Contribute to general office administration, client correspondence, and maintaining service quality standards.

Qualifications

Education:

• Bachelor's degree in a related field preferred.
• Previous experience in customer service or client support roles, preferably in a security or technology-related industry.
• Familiarity with security monitoring systems and intelligence gathering is a plus.

Skills and Abilities:

• Strong interpersonal and communication skills, both written and verbal.
• Excellent problem-solving abilities and attention to detail.
• Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment. Dedication to delivering outstanding customer service and maintaining a client-centric focus.

Working Conditions

• The Customer Service Specialist primarily works in SOCX's Security Operations Center, which operates 24/7.
• This role may require shift work, including evenings, weekends, and holidays, to ensure continuous client support.

Physical Requirements

• The position of Customer Service Specialist is primarily sedentary, involving sitting at a desk and working on a computer for extended periods.
• It may occasionally require the ability to lift and move lightweight equipment or materials.