What are the responsibilities and job description for the Call Center Coordinator position at 36836?
Description:Company OverviewAlarm New England is one of the largest independent security integrators in the US. Our business has been family-owned for 53 years and serves over 18,000 customers. Our team sells the latest security and smart home solutions to the residential, small and large business markets. Our core values of Being Humbly Confident, GSD, Make The World A Better Place and Do The Right Thing are fundamental to everything we do in Building a Great Company and Keeping People Safe.SummaryAs a Call Center Customer Service Coordinator, your days will be varied and challenging. Success in this role is defined by successful execution of one call resolution to a myriad of customer issues, being a great teammate to your colleagues and providing over the top exceptional customer service. Ample training will be provided to help you learn our industry, technology, and team processes with great opportunity for career growth over time.What you'll do:Together with your teammates, answer all inbound customer calls promptly with the goal of one call resolution to the customer's issue.Monitor our Zendesk ticketing system and respond to customer Emails within company response time standards.Update customer account records with new contact information and ensure missing information is collected.Proactively call customers who have issues on their systems that we can help with over the phone.Answer billing questions.Collect reviews from happy customers.Provide Tier 1 telephone technical support for residential and commercial customers across security systems, cameras, access control systems, and smart home automation.Schedule field technicians if you are unable to solve the issue over the phone.Troubleshoot security panels, cameras, smart home automation and access control systems and the software that manages them.Educate customers on the use of our systems and products.Check service ticket queue daily; close completed service tickets daily with detailed notes, and assign any open service tickets for prompt service.Requirements:Confidence in ability to understand, connect with, and de-escalate customers.Technically inclined with the ability to manage various software programs in tandem.The ability to organize and manage multiple priorities with great time management skills.Strong attention to detail and note-taking to record all customer activity in our systems.Delivery of outstanding customer service and troubleshooting experience.Master our company’s software systems, processes and customer experience standards.Desire to be part of a high-performance team.Ability to adapt to system/process changes quickly while retaining new information.Customer facing experience.At least one year of Call Center or closely related experience.What we offer:NEW - On-site GymMarket competitive wages based on your experienceCompany rich match 401-K retirement planCost share Medical, Dental, and VisionEmployer 100% paid Basic Life and Short-Term DisabilityPaid Company Holidays, Vacation and Sick TimeRequirements:
Salary : $17 - $23