Customer Care Specialist

Zeus Fire and Security • Paoli, PA

7d • Hybrid

About The Position

The position’s number one priority is creating and maintaining strong professional relationships with our customers, handling their requests in a timely yet effective manner.

Requirements

• 3+ years’ previous successful experience in a customer service role, interacting with customers via telephone and email preferred.
• Ability to learn new technologies for the scope of the position.
• Quick learning with a positive, cooperative, and accommodating nature.
• Excellent verbal and written communication skills.
• Strong work ethic and ability to apply security and confidentiality measures.
• Applicant must be at least 18 years of age.
• High school diploma and five years of customer service experience, or equivalent experience.
• Must possess exceptional oral and written communication skills.
• Must be detail oriented and proficient in MS applications.

Nice To Haves

• Previous work experience in service and installation environment strongly preferred.

Responsibilities

• Provide professional and proper response to “outside of the box” customer related inquiries for accounts as required.
• Manage customer retention efforts and negotiations.
• Develop and improve the focus of customer relationship management with both internal and external customers by maintaining a proactive and integrated communication flow with Sales, Service, Raven, and other departments regarding customer service issues.
• Maintain the highest level of customer relations by effective communication and interaction.
• Research and ultimately resolve a myriad of customer calls.
• Conduct, document and report all customer outreach calls.
• Respond to customer requests in a timely fashion.
• Maintain detailed notes and track all communication efforts.
• Follow-up on unresolved customer requests/calls until an acceptable outcome has been achieved.
• Inform appropriate departments of certain requests that are initiated by customer and make appropriate follow up comments in database.
• Present cases with detailed documentation to the Executive Management Team for review.
• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by Customer Care and the organization.
• Meet or exceed the minimum performance standards.
• Perform special projects and all other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED