Essential Duties & Responsibilities
- Answer incoming calls and make outbound calls to customers
- Respond to and follow up on daily correspondence and voicemail messages
- Assist customers with a wide variety of questions and/or concerns about their account
- Create a positive customer experience
- Assist customers with tasks such as making payments over the phone, setting up a web login or password, resending invoices, etc.
- First call resolution
- Answer contractual, alarm, and data entry inquiries
- Assist customers with new products, billing issues, contracts, etc.
- Use follow-up techniques to ensure inquiries are resolved in a timely and accurate manner
- Work closely with technicians on troubleshooting signals and technical issues
- Arrange service appointments including scheduling, contacting technicians, and distributing service tickets
- Adhere to all established procedures and controls
- Communicate professionally and constructively via phone and/or via email to provide problem resolution and ensure customer satisfaction and documenting the customer file with detailed notes
- Promote customer awareness of services and products that will enhance their stickiness
- Troubleshooting over-the-phone to reduce truck rolls
- Meet and exceed service level metrics
- Assist with special projects as needed
- Participate in self-directed continuous education on industry products and services during non-peak calling periods
- Other duties as assigned