Customer Service Representative - In Office

Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks. (https://www.wcctv.com/).

The Company prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company's range of video surveillance solutions includes:

• Rapid deployment pole cameras
• Mobile surveillance trailers
• Time lapse video services

The Job Opportunity: Customer Service Representative (On Site)

The Company is looking for an outstanding, bright and motivated individual who is looking for a challenging and diverse role in a small but fast-growing business environment. You will enjoy a “hands on” role which requires you to multi-task between a variety of duties throughout the day.

Full-time position with work hours of Monday through Friday, 8:30 am to 5:30 pm or (;00 am to 6:00 pm in our Richardson, TX office. Must be available for overtime on rotating weekends and public holidays.

Job Responsibilities:

Provide operational administrative support to new and existing customers, third party monitoring station, partners and WCCTV’s internal Sales and Field Service teams.

Additional responsibilities include:

• Create Anti-Theft reports from incidents on the daily activity report & issues incoming from customers - investigate, download footage, screenshots, etc.
• Assist with day-to-day technical support administration with internal Technical Support staff; discuss customer inquiries/issues and outline any task sharing possibilities.
• Monitor data usage spikes and take appropriate action to halt data usage.
• Complete set up with Managed Services installations and to provide customers with sign off documentation following a dispatch (data plans, time lapse and returns).
• Ensure a regular program of trailer checks (daily – high priority customer sites, weekly – medium priority sites and monthly – Managed Service sites).
• Manage and coordinate customer communications ensuring that they are aware of the site going live and the processes involved.
• Coordinate documentation for quarterly visits (data usage reports, any incidents highlighted, any changes to site that are affecting the WCCTV equipment, etc.)
• Administrator for the WCCTV Heartbeat system (product diagnostic system) which provides pro-active troubleshooting and support to customers.
• Liaise with potential customers and manage the trial agreement process.
• Coordinate with the internal Field Service department the scheduling of Field Technicians to customer sites as required.
• Ensure that all internal procedures are adhered to as stipulated in the WCCTV Quality Procedures and Quality Policy in accordance with the ISO 9001:2015 standard.

Education and Experience Requirements:

• High school diploma or equivalent required; minimum of 2 to 3 years of previous customer service or call center experience required. Prior experience processing sales orders and dispatching service personnel is preferred. Experience in the commercial surveillance/CCTV industry preferred.
• Excellent communication skills, both verbal and written, are required. Ability to relate and build rapport with customers is vital.
• Strong time management, organization and problem-solving skills required. Ability to work under pressure and with shifting priorities is a must.
• Ability to multi-task, demonstrated initiative and focus on delivering high quality results leading to improved customer satisfaction.
• Intermediate knowledge of Microsoft Office, e-mail, sales ordering systems, CRM or ticketing system and related computer software required.

Compensation and Benefits:

• Competitive salary, Company provided medical, dental, vision and life insurance along with 401(k) Plan with Company match.
• 10 days of vacation/paid time off (increases with length of service) along with 7 paid Company holidays.

WCCTV is committed to the success of its employees and demonstrates this through our development of people. The successful candidate can expect to receive comprehensive training, coaching and support as well as opportunities for advancement.

WCCTV is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to commute/relocate:

• Richardson, TX 75081: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have at least 2 years of experience working in a CRM or ticketing system?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• CRM software: 2 years (Preferred)
• Computer skills: 2 years (Required)
• Customer support: 2 years (Required)

Work Location: In person

Salary : $17 - $19