What are the responsibilities and job description for the Customer Support Specialist position at Kings III Emergency Communications?
The Role: Customer Support Specialist
Who You Are:
You are equipped to be the first point of contact for customers to call and email. As a key player on a support-oriented team, you prioritize troubleshooting equipment and walking customers through diagnosing their device issues. With each customer interaction, you will deep dive into the account history to identify potential problems and educate customers on how to operate their emergency phones.
You enjoy having a well-rounded knowledge base that covers a variety of equipment and processes. You’ll learn local code requirements, and how to spot phone line or power issues. You’re someone who loves taking all the pieces and helping customers solve their puzzle.
Who We Are:
Established in 1989 and a four-time winner of DFW Top Workplaces in 2020-2023, Kings III is a growing, dynamic company. We’re on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you.
More than 12% of our employees have been with the company for 10 years, and an impressive 25% have been with us 5 years. How do we do it? Here's what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better!
What You’ll Do:
- Engage with customer/colleague inquiries via phone and email in an empathetic, customer centric way
- Interact with multiple software platforms to investigate accounts
- Keep detailed records of customer interactions, issues, and resolutions
- Troubleshoot and diagnose emergency phone hardware/programming issues
- Schedule service appointments
- Review internal maintenance requests
- Educate and empower customers with the knowledge to prevent future issues
- Collaborate and communicate with other departments
- Any other duties as assigned by supervisor/manager
What You’ll Bring:
- High school diploma or equivalent required
- Minimum of two years of customer service experience; at least one year of technical support or related work preferred
- Punctual and regular attendance 40 hours a week
- Intermediate to advanced problem solving and troubleshooting skills; ability to walk customers through step-by-step instructions
- Computer competency – proficient in Microsoft Excel and Outlook, web research skills, and related
- Oral communication skills – demonstrate clarity and confidence on the phone
- Written communication skills – capable of professional and polished email correspondence
- Strong detail orientation
- Strong people skills, ability to be empathetic and understanding
- Bi-lingual in English/Spanish a plus
What We Do:
Our mission statement is simple - We provide critical communications services to help people in distress.
Our Core Values Are Even Simpler
- Honesty & Integrity
- Service to the customer above all else
- Do what is right
- Good enough is not good enough: pursue excellence
- Encourage individual initiative and growth
By living and breathing our mission and Core Values every day in everything we do, Kings III is creating opportunities for individuals and reducing risk, liabilities, and costs for businesses every day.
Our primary client base includes commercial and multi-family real estate owners and property managers, and the most common areas we install our emergency phones are in elevators and at pool sides. We design, build, sell, install, service, and monitor those phones. Our Emergency Dispatch Center (EDC) provides 24/7/365 service to help dispatch local emergency services to people in distress. It’s that simple, our employees help save lives every day.
What’s In It For You:
- Medical insurance with 1 HSA and 2 PPO plan options
- Dental, vision, life, short- and long-term disability insurance
- 401k with company contribution
- Employee Assistance Program (EAP)
- Company paid telemedicine 24/7 access
- 8 paid holidays, plus 1 floating holiday
- 15 days of PTO accrued in year 1
- Generous referral bonus program
- Work life balance (a must!)
- Team building, company events, attendance at our annual meeting and fun night, and other fun events
- Relaxed professional dress code
Kings III is an Equal Opportunity Employer and committed to maintaining a drug-free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
