What are the responsibilities and job description for the Customer Care Associate position at Pass Security?
Customer Care Associate
PASS Security, Fairview Heights, Illinois
About The Company:
PASS Security installs and services electronic security systems for commercial and residential customers, specializing in intrusion, access control, and video security systems. PASS Security’s reputation is built upon trust and service excellence. PASS Security takes pride in its work to ensure that its products, designs, installations, and services exceed customer expectations.
The PASS Security Customer Care Department is an integral part of the organization and the hub for electronic security customer account changes, service requests, system questions, and many other inquiries. Activity is handled in a timely, responsive, and professional manner as these systems protect an individual’s family, employees, property, and/or business.
Job Summary:
The Customer Care Associate is part of the customer care team, which is at the core of PASS Security’s electronic security system offerings. This position involves assisting customers (external and internal) via phone, email, and in person. This position is responsible for developing and maintaining strong interpersonal relationships, understanding how to assess customer needs, effectively handling customer requests in a timely manner to ensure customer satisfaction and retention.
- Thoroughly document account data and customer inquiries for continuity and quality control.
- Perform administrative actions to resolve customer inquiries and process a variety of account changes and updates.
- Assist in remote diagnosis and troubleshooting of technical issues regarding customers’ security systems and related services.
- Schedule service appointments and set up service tickets.
- Process customer requests for sales, renewals, resigns, upgrades, and reactivations.
- Answer customer questions regarding products and services.
- Process account cancellations and work to save cancelling customers.
- Review account activities and work with team members, field technicians, and central station (dispatching department) to ensure security systems are up and running smoothly 24/7, identifying trending issues, and escalating issues for timely resolution.
- Work closely with Accounting Department to ensure continuity regarding billing, invoicing, accounts receivable, and collections actions.
- Work closely with team members, management, and other departments to identify ways to continuously improve customer satisfaction, process efficacy, and well-organized procedures.
- Additional tasks and projects as assigned.
Minimum Requirements:
- 3 years’ previous successful experience in a customer service or customer care role, interacting with the general public, and interacting with customers via telephone and email.
- Previous work experience in service and installation environment strongly preferred.
- Ability to learn new software and databases used within the scope of the position.
- Positive, cooperative, and accommodating nature.
- Excellent verbal and written communication skills.
- Excellent telephone and email communication skills.
- Excellent customer service skills and ownership of responsibilities.
- Excellent documentation, attention to detail, accuracy, prioritization, and time management skills.
- Technical aptitude and excellent troubleshooting, problem identification, diagnostic, and resolution skills.
- Excellent skills in scheduling methods and techniques to maximize productivity and cost effectiveness.
- Ability to work effectively both independently and in support of a team.
- Strong work ethic and ability to apply security and confidentiality measures.
- Applicant must be at least 18 years of age.
- Applicant must pass a background check pursuant to Illinois PERC Card requirements for all security industry personnel.
- Applicant must pass a drug test.
Work Schedule:
Full Time, 40 hours per week
Monday through Friday, 7:30 a.m. to 4:30 p.m.
Work Location:
PASS Security Office
15 Executive Drive, Suite 6, Fairview Heights, IL 62208
Relocation is not available for this position.
Compensation and Benefits:
- $18-21 per hour, commensurate with experience, nonexempt.
- Merit-Based Pay Increases
- Paid Time Off and Paid Holidays
- 401(k) Retirement Plan with Employer Match
- Health, Vision, and Dental Insurance, HRA, and FSA
- Life & Disability Insurance
- Corporate Discounts
- Paid Training and Continuing Education
To Apply
All applicants must apply online, either through really or on our website at https://www.passsecurity.com/job-opportunities . You will be contacted via email if you are selected for an interview. Due to the high volume of applications anticipated for this position, we will not be able to respond to individual requests for status updates regarding your application.
PASS Security is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.
About PASS Security
PASS Security is a locally-owned business with a mission to provide technology-based security solutions to the community. Our Team consists of driven individuals who are passionate about our industry and finding unique solutions for our customers’ needs.
PASS Security installs and services electronic security systems for commercial and residential customers, specializing in intrusion, access control, and video security systems. PASS serves customers in the Greater St. Louis Region.
PASS Security’s reputation is built upon trust and service excellence. PASS Security takes pride in its work to ensure that its products, designs, installations, and services exceed customer expectations.
The PASS Security Mission
· Ensure that products, designs, installations, and services meet the customers' needs and exceed expectations.
· Commitment to service is what sets us apart from other providers.
· Provide technology-based solutions to help our customers feel protected and have a sense of security.
What is it like to work at PASS?
· Team Environment
· Dynamic
· Family Friendly
· Customer-Focused
· Innovative Design
Our number one goal at PASS is protecting person and property, which can be a very high-pressure, demanding, and fast-paced environment. We work hard every day, but we also like to take time to celebrate our successes and recognize our amazing Team! PASS offers several company outings and special events every year. We celebrate birthdays, holidays, and special occasions for employees. We have fun competitions, and we love to get out as a group and volunteer in the community! At the end of the day, we know that what we do makes a huge difference in our customers’ lives and businesses, and we are all a part of something very meaningful!
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