JOB DESCRIPTION SUMMARY: Provide customer and technician support while maintaining subscriber satisfaction and quality installation and service.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
* Process in-bound calls to the point of resolution, including customer service inquiries, complaints and requests for assistance pertaining to system use, maintenance and customer account information.
* Educate and explain system functions to customers.
* Troubleshoot specific system operational problems encountered by customers and attempts to provide immediate solutions.
* Update database files and customer account information to insure accurate account information is being processed.
* Schedule service appointments for technicians at the branch office locations to insure efficient and effective system maintenance.
* Research alarm log, database service log and payment history to determine source of problem and provide and immediate answer to the problem or inquiry.
* Document all activity on CRT and/or on appropriate forms.
* Inform appropriate departments of certain requests that are initiated by the customer but cannot be performed by customer care.
* Must meet or exceed the minimum performance standards. An average minimum score of 70% on the Customer Care Specialist score card is the minimum performance standard. This includes the following items:
* Number of calls per hour* Average talk time per call* Average
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:High school diploma or general education degree (GED). Minimum six months customer service or related experience and/or training. College degree preferred. Experience related to alarm system installation or service preferred. Experience in a 1-800 ACD working environment preferred.
LANGUAGE SKILLS:Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to communicate effectively in one-on-one or group situations with customers or employees of organization, especially through telephone conversation. Ability to speak multiple languages desirable.
REASONING ABILITY:Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS and ABILITIES:CRT and typing experience, preferably 30 wpm. Ability to operate in a high volume ACD environment. Proficiency with computer hardware and software components. Ability to work shift assignments with overtime and rotating days off as required. Ability to help train new Customer Care Representatives in their job requirements.
PHYSICAL DEMANDS:
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee is occasionally required to stand, walk, and sit.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
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ARBNEW301-708851
