Customer Sucess Representation - Onboarding and Training

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 Company is looking for an experienced Customer Success Representative who is looking for a challenging and diverse role in a small but fast-growing business environment. You will enjoy a “hands on” role focused on providing best in class customer service by building strong customer relationships while maximizing the value of WCCTV’s products and services.

Full-time position with work hours of Monday through Friday, 8:00 am to 5:00 pm and located onsite at our U.S. headquarters in Richardson, TX. Must be able to work overtime in evenings, weekends and/or holidays on rotational basis.

Key Responsibilities:

Serves as the first point of contact for customers by responding to customer inquiries and providing proactive resolution of service or technical product issues resulting in long-term relationships with customers and high level of ongoing customer satisfaction. May escalate issues to internal technical staff for resolution.

Maintains detailed records of customer interactions and transactions in the customer ticketing system ensuring resolution of all customer issues.

Conducts client onboarding sessions with new or existing customers to include:

• confirmation of order, product delivery and installation dates
• explanation of the delivery and commissioning/decommissioning process
• confirmation of services purchased
• introduction to the monitoring station partner
• key points of contact within WCCTV

Conducts pre-installation and post installation calls with customers requesting feedback on the quality of the installation or delivery of products at their locations.

Schedules & carries out remote and on-site training to customers while promoting further sales opportunities that may arise within the training sessions. Evaluates common areas/topics where customer questions arise and conduct refresher training as needed.

Maintains in-depth knowledge of WCCTV products and services and identify opportunities for sales by understanding customer needs and recommending appropriate products or services.

Assists customers with RMA/product return process to include the collection of customer equipment on site or shipment of product back to WCCTV for repair. Provides repair quotes to customers and follows-ups as needed.

Coordinates customer requests for incident reports and footage with internal service monitoring team.

Provides internal Sales and Operations teams with ongoing support and advice related to sales orders or service inquiries ensuring all customer expectations are met.

Conducts decommission calls with customers ending their service and requests completion of customer satisfaction scorecards to identify opportunities for improvement and referrals for new business.

Provides occasional weekend and public holiday support on a rotational basis.

Education and Experience Requirements:

• High school diploma or equivalent required. Associates degree in Business or related discipline preferred. Certification or formal training in customer service skills preferred.
• Minimum of 3 to 5 years of previous B2B customer or technical support experience required. Previous customer onboarding and/or product training experience preferred.
• Previous experience with CRM and/or help desk ticketing applications required. Intermediate knowledge of Microsoft Office, e-mail and related computer software required.
• Effective active listening skills and interpersonal skills required in order to resolve customer issues and escalations.
• Excellent communication skills, both verbal and written, required. Ability to relate and build rapport with customers is vital.
• Strong problem-solving skills, analytical, and demonstration of a proactive approach to addressing customer needs.
• Strong time management, organization and problem-solving skills required. Ability to work under pressure and with shifting priorities is a must.
• High attention to detail and follow-through required

Compensation and Benefits:

• Competitive salary range of $20.00 to $23.00 per hour depending upon experience.
• 10 days paid vacation (increases with length of service) seven (7) paid Company holidays.
• Company provided medical, dental, vision, FSA and life/AD&D insurance plans.
• 401k Plan with Company match of up to 4% and immediate vesting.

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: $20.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Work Location: In person

Salary : $20 - $23