What are the responsibilities and job description for the Customer Care Specialist position at GAC 2022?
General Purpose and Essential Duties:
The Customer Care Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, while providing a high level of customer support on Guardian’s products and solutions.
- Interacts with customers to provide support and information on Guardian’s products and solutions.
- Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments in MAS.
- Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
- Diagnose alarm system problems via telephone and create service ticket only after exhausting all resources and expertise
- Perform all procedures as required to resolve customer problems and/or concerns
- Diagnose customer system problems, escalate incoming calls to appropriate team members, or create work order for service after exhausting all resources and expertise
Knowledge, Skills, Experience and Education Required
- Excellent communication skills including active listening.
- Service-oriented and able to resolve customer grievances.
- Proficient computer skills with the ability to learn new software.
- Knowledge of, or ability to learn Guardian’s products and solutions.
- Ability to remain calm in a high-paced 24/7/365 customer service call center environment
- High School Diploma or G.E.D. required
- Some college preferred
- Regular and reliable attendance record
- 1-2 years of customer service experience required