What are the responsibilities and job description for the Client Care Agent position at DynaFire LLC?
Description
Responsible for reviewing client monitoring data for optimum coordination and client satisfaction. This position is vital to reviewing service history, monitoring data, and advancing clients into scheduling with Service dispatchers. The primary tools used will be the DynaLink, Google Calendar, and monitoring software. The objective is to optimally identify DynaFire opportunities and improved client satisfaction of services by monitoring client service lines and potential concernts to ensure long term relationships within the new and existing DynaFire service customer base. (meeting or exceeding expectations).
Requirements
1. Establish long term relationships with new and existing DynaFire Service Customer Base by working primary with Monitoring Operations Supervisor and Service Department Dispatchers in assuring customer satisfaction.
2. Answer inbound calls in accordance to DynaFire philosphy and Core Values.
3. Daily by reviewing monitoring history reports using Monitoring Software (Bold/Manitou) and contacting customers that have had the following issues: 1) Fire Police Dispatches, 2) Excessive signal reporting and unrestored signals, 3) Maintenance items (Call lists inaccuracy alerts from Central Station), 4) All out of service Central Station Service Accounts 5) and all key DynaFire client accounts as determined).
4. Review current "house" or unassigned client base and "connect" with client by reviewing account, bringing client up to date with DynaFire services for potential increased revenue.
5. Process docs as needed. Securing all DynaFire company material and devices.
6. Continually train to develop technical and customer service skills.
7. Have good follow up and time management skills.
8. Visit clients offices or service sites as necessary.
Training and Certification Requirements:
1. Attend any training AES provides, including on-line training.
2. Become an Boldnet/Manitou expert.
3. Become a Customer Service Expert. (Attend webinars, engage with clients, solve issues, prevent items uncovered for potential concern).
