Customer Care Operator (Call Center)

Bay Alarm Company • Concord, CA

15h

About The Position

Position Summary: Handle and bring to resolution, inquiries from customers
regarding service, billing, dispatch or any facet of account. Coordinate
incoming calls.

Requirements

• 1-2 years heavy telephone answering skills required.
• 1-2 years central station/call center experience preferred. Viewing and evaluating customer logs, scheduling service calls.
• High School diploma or equivalent required; 1-2 years post high school education preferred
• Excellent communication skills required.
• Good computer data entry and retrieval skills required.
• Excellent follow through and problem-solving skills required.
• Intermediate word processing and basic spreadsheet competence required.
• Final applicant will need to have the ability to pass a pre-employment screening process.

Nice To Haves

• 1-2 years central station/call center experience preferred.
• 1-2 years post high school education preferred

Responsibilities

• Manage incoming phone calls and address customer needs as required.
• Complete follow-up work in a timely manner
• Sort and distribute department mail and email to the team
• Handle customer complaints and ensure resolution
• Log customer comments in system
• Respond to customer email inquiries, chat and branch personnel
• Review billing statements, and answer questions regarding invoices.
• Make account adjustments, process refunds, credit card payments and speed pay payments
• Evaluate customers' requests to cancel service and take appropriate action to retain the account.  If not able to retain the customer, process the cancel
• Schedule removal of Bay retained equipment upon account cancellation
• Route calls to appropriate personnel
• Scan and file all written communication between department and customer
• All other miscellaneous responsibilities and other duties as assigned.

Benefits

• medical, dental, vision, life insurance, and 401(k) with company match
• Guaranteed 40-Hour Workweek with Overtime Opportunities
• Paid Training and a Clearly Defined Career Path (Level System)
• Alarm System Purchase Plan and Employee Discounts
• Benefits; medical, dental, vision, life insurance, long term disability
• Vacation, Sick Time, Holidays, Bay Alarm Days
• 401(k) with a company match
• Employee Referral Bonus Program
• Flexible Spending Account
• Employee Assistance Program (EAP)
• Education Reimbursement
• Family Scholarship Programs
• Employee Resource Groups
• Community Service Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees