Customer Service Representative

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Job description

Customer Service Representative

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of its success. Join our team and become part of a culture dedicated to excellence and innovation.

Job Summary:

SafeTouch is looking for Customer Service Representatives to work onsite at our Jacksonville headquarters. The Customer Service Representatives act as the face of SafeTouch Security, responsible for providing first-rate technical and administrative support to customers with professionalism and accuracy.

Duties and Responsibilities:

• Answer an average of 40 - 60 customer service inquiries (via email and phone) a day in a call center setting related to billing, service issues, or any other questions related to the customers' alarm system.
• Troubleshoot and resolve customer issues, including programming and troubleshooting IP cameras and access control to communities and small businesses. Act as a first line of support before service appointments are needed.
• Schedule service appointments using Smart Service when troubleshooting does not resolve the issue.
• Act as a liaison between customers and various departments.
• Investigate customer accounts and events related to their accounts.
• Answer all customer questions with professionalism, courtesy, and accuracy. Successfully resolve customer concerns and needs.
• Control challenging customer situations as needed; escalate to the support team when other efforts have been exhausted.
• Notate each call with appropriate documentation.
• Perform special projects and other duties as assigned.

Requirements:

• High School diploma or equivalent required.
• Minimum of one year of applicable experience in a call center or related environment.
• Strong computer applications skills with MS Office. Intermediate to advanced level with QuickBooks and Smart Service. Able to quickly learn other applications and technical information.
• IT troubleshooting experience to assist customers with VMS (Video Management Systems) preferred.
• Exercise extreme caution with sensitive data.
• Strong listening, time management, and critical thinking skills in a fast-paced environment.
• Consistently maintain a positive attitude, professionalism, respectfulness, and perseverance.
• Excellent written and verbal communication skills.
• Work with accuracy, able to multitask, and consistently maintain organization of all tasks.
• Coachable - open and receptive to detailed and frequent performance feedback.
• Work well both independently and in a team environment.
• Act as the customer's advocate, remaining calm and level-headed in high-stress situations.
• Punctual and reliable.
• Pass drug screening and background check requirements.

Physical Requirements:

Must be able to lift 15 pounds occasionally. Prolonged periods of sitting at a desk and working on a computer.

Training Hours: 8 am - 4 pm Monday - Friday

Work hours: Day shifts available: 7 am - 4 pm, 8 am - 5 pm, 9 am - 6 pm, or 11 am - 8 pm. Work weekdays and holidays as assigned. Must also work Saturdays on a rotating basis.

Location: Onsite at our Jacksonville Headquarters

Reports to: Director of Customer Experience & Retention

Job type: Full-time

Pay range: $18/hour

Benefits:

• Competitive pay (plus incentives)
• Comprehensive benefits package (medical, dental, vision)
• Paid time off and holidays
• Opportunities for professional development and career growth

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation details: 18-18 Yearly Salary

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