What are the responsibilities and job description for the Customer Experience Agent position at Pye-Barker Fire & Safety?
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Establishes and maintains working relationships with external and internal customers with excellent communication via telephone, mail (postal or electronic), or in person. Provides administrative support to external and internal customers. This position is expected to handle phone traffic and a variety of administrative duties from 8:00am to 4:30pm.
Essential Duties And Responsibilities
Position involves prolonged sitting and keyboard use.
Occasionally may be required to lift and/or carry 15-pound boxes from floor to table height. Repetitive motions such as answering phones, reaching, grasping, typing, sitting, standing, bending, etc. Failure to meet these requirements may result in the withdrawal of employment of other employment action.
Training
Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment. Some analytical ability is required to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work. Updates job knowledge by participating in educational opportunities and reading professional publications. Participates in virtual training with corporate trainers as required. Attends webinars or offsite classes as assigned.
Decision Making
Independent judgment is required to plan, prioritize, and organize diversified workload.
Communication
Excellent communication skills are required to work with all vendors, technicians, sales, and administration, as well as external and internal customers. Maintains customer confidence by keeping service and account information confidential.
Benefits And Perks
Establishes and maintains working relationships with external and internal customers with excellent communication via telephone, mail (postal or electronic), or in person. Provides administrative support to external and internal customers. This position is expected to handle phone traffic and a variety of administrative duties from 8:00am to 4:30pm.
Essential Duties And Responsibilities
- Performs a variety of clerical duties such as photocopying, scanning, faxing, filing, and data entry.
- Greets guests and employees in a professional, friendly, and hospitable manner.
- Professionally administers all incoming/outbound calls, redirects accordingly (i.e. leads to sales, service complaints to manager), and transfers to voicemail if unavailable.
- Consistently provides and maintains exemplary customer service for our customers to ensure retention.
- New customer leads passed directly to sales coordinator.
- Performs basic alarm technical troubleshooting.
- Understands Collection Policy and basic collection restrictions and adheres to the policy guidelines.
- Able to assist customers with Customer Portal needs.
- Provides callers with information such as company or branch addresses, directions to office locations, fax numbers, website, and other related information.
- Uses administrative skills to perform level I tasks in company software: Sedona, Stages, Office365, Outlook, OneNote, and various other Microsoft Office products.
- Accepts phone and EFT payments and processes in accounting software.
- Handles inbound billing questions and can pass the call appropriately if unable to resolve the issue.
- Enters credit requests to be approved by the office manager.
- Ability to work with technicians in the field to assist in investigating issues (site, panel, etc.)
- Ability to schedule service calls and alarm inspections.
- Ability to adjust technicians’ schedules and move appointments.
- Performs basic data entry in monitoring software (responsible party call list updates, password updates, and zones).
- Provides feedback to management regarding customer service breakdowns or customer concerns.
- Establishes and maintains working relationships with external and internal customers with excellent communication via telephone, mail (postal or electronic), or in person fostering harmonious interactions and relationships and maintain basic standards of civility in the workplace.
- Exemplifies our mission statement, Integrity, Initiative, and Intelligence.
- Adheres to the Code of Conduct, Confidentiality and Non-Disclosure Agreement, and Company Safety Policy.
- Carries and displays Company ID and other pocket card licenses as required by jurisdiction, municipality, or customer.
- Ability to handle a great deal of stress over long periods of time.
- High school diploma or G.E.D. equivalent.
- 2-years related experience or training; or equivalent combination of education and experience. Excellent phone etiquette. Excellent verbal and
- written communication skills. Must read and speak English. Punctual with excellent attendance.
- Should be customer service driven.
- Able to multi-task. Must be able to type proficiently and have working knowledge of Microsoft Word,
- Excel, Outlook, Instant Message, Office365, and OneNote. Competent in the ability to originate and correspond by email.
- Professional appearance, business casual. Must have good grooming and hygiene and must be free of excessive odors.
- Complies with all applicable safety, environment, health and waste management policies and procedures. U.S. Citizenship or permanent residency is required.
- Required to obtain & maintain BSIS Alarm Company Employee License. Must successfully pass Livescan Background Check in accordance with CA State Regulations.
Position involves prolonged sitting and keyboard use.
Occasionally may be required to lift and/or carry 15-pound boxes from floor to table height. Repetitive motions such as answering phones, reaching, grasping, typing, sitting, standing, bending, etc. Failure to meet these requirements may result in the withdrawal of employment of other employment action.
Training
Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment. Some analytical ability is required to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work. Updates job knowledge by participating in educational opportunities and reading professional publications. Participates in virtual training with corporate trainers as required. Attends webinars or offsite classes as assigned.
Decision Making
Independent judgment is required to plan, prioritize, and organize diversified workload.
Communication
Excellent communication skills are required to work with all vendors, technicians, sales, and administration, as well as external and internal customers. Maintains customer confidence by keeping service and account information confidential.
Benefits And Perks
- Excellent pay
- Medical, dental, vision
- Company paid life insurance
- Company paid short-term disability
- 401K with employer match
- Paid vacation and company holidays
- Training and Career Development
- Company vehicle (if job applicable)
- Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees
