Customer Experience Associate - Call Center (Administrative)

 

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we'd like to invite you to join our Shared Services team as a Customer Experience Associate.  

We offer great benefits, a competitive salary, and growth opportunities. We think you'll find what you want here because what we do matters - to us, our customers, and most of all, our team members. 

Job Location: Remote/Work from Home 

Summary:

As a Customer Experience Associate, you will work in a fast-paced virtual contact center handling inbound and outbound communications with customers, via multiple channels. You will need to listen, analyze, troubleshoot, and resolve basic technical issues, and/or assist in answering customer questions, making account updates, and resolving all concerns. At times you may need to escalate the call to technical support or schedule a service visit, while also accurately documenting all customer interactions within the business application.

What You'll Do:

• Receive inbound communications from customers via multiple channels including phone, chat, email and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution.
• Enter accurate and complete documentation of all customer interactions into the business application.
• Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues.
• Discuss our referral program as well as new products and offerings with our customers.
• Increase our service level by achieving individual call metrics which are reviewed on an ongoing basis.

What You'll Need:

• High School Diploma or equivalent.
• One year of relevant customer service experience.
• Awesome communication skills with an upbeat attitude and the ability to de-escalate when needed. Comfort level in communicating in a variety of ways including telephone, email, chat, and text.
• The ability to make sound decisions to resolve issues after gathering information from our customers.
• Organizational skills so you are able to meet deadlines.
• The ability to learn the current business application used to service our customers.
• The ability to manage high call volume and adapt as needed to meet business needs.
• The ability to learn the basics of how alarm panel's function and provide explanations to our customers.
• You will need to obtain and maintain state mandated licenses and technical certifications as needed to access customer accounts.
• Finally, you will also need to be able to work from home without distractions. 

What You'll Get:

We offer a “Total Rewards” package including: 

• Competitive compensation with incentive eligibility
• Medical, dental, and vision coverage 
• HSA/FSA programs
• Company paid life and AD&D insurance 
• Company paid short- and long-term disability 
• Voluntary benefit products 
• 401k retirement savings plan after just 60 days 
• 7 Company Holidays, plus 2 Floating holidays of your choice 
• Paid Time Off
• Tuition reimbursement 
• Employee Assistance Program (EAP) 

 About Us: 

We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time. 

Our Values: 

• Win as a team. 
• Do the right thing. 
• Make a difference every day. 
• Get it done. 
• Think big. 

 If you share these ideals, we'd love to hear from you! 

Vector Security is a Drug-Free Workplace 

Vector Security is an Equal Opportunity Employer  

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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