Customer Experience Specialist

Job Summary:

As the Customer Experience Specialist, you will facilitate the relationship between Doyle Security Systems and our customers while upholding our core company values. The Customer Experience Specialist will be responsible for any customer communications regarding alarms and security systems, including troubleshooting, scheduling service, install, or inspections.

*Position is located on-site in Rochester, NY*

Job Responsibilities:

Customer Experience Specialist will:

• Field inbound customer calls and answer questions related to customer alarms and security systems.
• Provide technical support and resolve issues remotely when able
• Initiate outbound calls to customers for the scheduling of service calls, inspections and more.
• Dispatch service tickets, inspections or install jobs to appropriate, qualified service technicians
• Foster an environment of continuous teamwork and support
• Manage service tickets for timely resolution and customer satisfaction
• Deliver excellent customer service and identify solutions to daily problems

Required Background and Experience:

Customer Experience Specialist should have:

• Previous call center experience (customer care, technical support, dispatching - preferred)
• Strong verbal and written communication skills required
• Excellent attention to detail, follow through and ability to take initiative
• Ability to type 40WPM minimum
• Strong time management, organizational and multi-tasking skills
• Ability to make quality decisions and solve problems
• Positive attitude and ability to work in a fast-paced team environment
• Exceptional attendance and punctuality record.
• Knowledge of basic computer functions including Microsoft Windows and Office.
• High school or equivalent degree

Benefits:

• Paid time off
• Company paid holidays
• Bonus pay
• Medical, Dental, & Vision Coverage 
• Health Savings Account
• Parental leave
• Dependent care flexible spending account
• 401(k) and matching
• Life insurance
• Tuition assistance
• Employee discount
• Referral program
• Employee assistance program
• Various peer and company recognition programs

What's it like working at Doyle Security Systems?

www.godoyle.com/working-at-doyle

Doyle has been family owned and operated for more than 100 years and that kind of longevity wouldn’t be possible without One Doyle Team.

One Doyle Team is more than just a group of colleagues. We’re a close-knit, supportive, energetic, loyal, and dedicated group of people who are excellent at what we do. We are experts in our solutions and we share our expertise with a smile. We work hard and we know how to have fun. We get the job done and we celebrate each other’s victories. We are quick to offer support and a helping hand.

Our purpose at Doyle is to make a difference in our community. We save lives and property and we believe that good people look out for one another. We want to be the security company that does more than any other to help people feel safe and secure. We strive to provide the highest level of customer service available.

In order to be successful, we believe in taking care of our own. We strive to make Doyle a great place to work, day in and day out. We’ve been voted one of the Best Companies to Work for in New York for three years in a row and for four of the five times we have applied. We want our One Doyle Team to be happy to come to work and for that to be reflected in the incredible customer service we provide.

At Doyle, the following core values are the foundation of everything we do:

• Customer Care
• One Doyle Team
• Leading by Example
• Continuous Improvement
• Experts in our Solutions

To learn more about our mission, vision, and values, visit our website: https://bit.ly/DSSMissionValues

If this sounds like a team you would like to be part of, we can’t wait to hear from you!