Customer Care Specialist

LVT•American Fork, UT

1d•Onsite

About The Position

As a Customer Care Specialist, you are the first line of response for the customers who depend on LVT to keep their sites secure. You own the frontline resolution of incoming service tickets—diagnosing offline or underperforming hardware, tuning camera video analytics, and guiding customers to answers through a prescriptive troubleshooting process. When an issue demands deeper expertise, you triage it to the right specialized team and translate the resolution back into clear, customer-ready language. Every interaction you handle protects the trust customers place in LVT. LVT is a flexible-first company, but this role is based on-site at our American Fork, Utah headquarters, working alongside our support and technical teams. This position also requires registering with the State of Utah as an Alarm Agent. The process includes a state application and a federal background check with fingerprinting, and is separate from the standard background check completed for general employment eligibility at LVT.

Requirements

1+ years in customer service—call center, restaurant, retail, or equivalent.
A typing speed of 50+ words per minute.
Strong problem-solving and critical-thinking skills that turn ambiguity into resolution.
Sharp attention to detail across documentation and diagnostics.
Flexibility to shift with changing priorities and deadlines.
Ability to work and communicate effectively in a professional environment.
Must be authorized to work in the U.S.

Responsibilities

Respond to inbound phone and email requests, resolving customer issues and equipping customers with the learning materials and training they need to succeed.
Collaborate with field service technicians to facilitate unit locating, execute comprehensive system health checks, and optimize camera configurations.
Troubleshoot incidents through a prescriptive diagnostic process, driving each one to a clear resolution or triage outcome.
Configure video analytics on IP cameras to restore and optimize customer site performance.
Triage complex requests to the appropriate technical teams and translate their responses back into clear, customer-ready answers.
Document all findings and actions taken in ServiceNow to maintain an accurate, actionable record of every interaction.
Deliver a positive experience in every interaction, whether internal or external.
Execute one-off projects as assigned by your manager.