Job Summary:

The Customer Service Agent will be responsible for maintaining client satisfaction and coordinating with security guards to ensure customers’ needs and requirements are being met daily.

Supervisory Responsibilities:

None.

Duties/Responsibilities:

• Interacts with customers via telephone, cell phone, e-mail, or in person to provide support and information on our security service offerings.
• Coordinates with customers to establish a clear understanding of needs and service requirements.
• Checks in with clients to get their feedback on security personnel performance.
• Fields customer questions and complaints and when the issue needs additional management support, shares questions and/or complaints with that appropriate manager.
• Ensures that appropriate actions are taken to resolve customers’ problems or concerns.
• Gathers and collects data to determine other service offerings that could benefit our clients.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Will make sure security guards are aware of client specific nuances as it relates to job site mandates.
• Assist with the investigation of customer complaints regarding guard dissatisfaction.
• Making sure responses to incidences by security guards are handled in a timely manner.
• Performs other related duties as assigned.

Required Skills/Abilities:

To perform this job successfully, an individual must be able to demonstrate the following competencies:

• Must have 3 years or customer service experience
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Quick follow up skills and de-escalation skills.
• Strong customer service skills.
• Understanding of security guard requirements.
• Strong Office Word, Excel, Outlook, and Publisher skills set.

Education and Experience:

• Minimum High School diploma or GED equivalence.
• Minimum of 3 years of successful customer service experience.
• Experience in the Security Industry.
• Excellent written and verbal communication skills.
• Must have a valid California Driver’s license.

Physical Requirements:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions. In addition to other demands, the demands of the job include:

• Must be able to lift up to 30 pounds at times.
• Must be able to stand and be mobile for long periods of time.
• Must be able to sit and be idle for long periods of time.
• Must be able to handle pressure and stress related to the job.

Triumph Protection Group: Key Attributes:

• Communicates respectfully to all team members, vendors, and clients.
• Models a positive attitude.
• Actively listens to others and supports the team environment.
• Asks questions and learns from mistakes.
• Executes tasks with minimal errors in a timely and efficient manner.
• Attendance is consistent and meets or exceeds company standards.

EEO Statement

Triumph Protection Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Triumph believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.