Customer Care Specialist

Pye-Barker Fire & Safety • Portland, OR

9d • $25

About The Position

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company. In this position, Customer Care Specialist travel to client sites on a rotating basis to ensure clients’ needs are met. As a trained expert of our client’s security products, this position ensures that clients work comfortably with their security technologies. This position requires regular communication over the phone, via email and in-person.

Requirements

• A high school diploma or equivalent
• Valid driver’s license with a clean driving record
• One year of customer service experience
• A team-oriented, upbeat personality
• Ability to exercise judgment and make decisions
• Ability to communicate effectively
• Computer and math proficiency
• Ability to manage multiple priorities and work in a fast-paced environment
• Ability to lift up to 10lbs
• Comfortable walking around job sites and occasionally use of step ladders

Responsibilities

• Review, implement and follow up on requests from clients and internal team members to include Service, Accounting, Verification Center, and Data Center.
• Meet established goals for performing proactive client calls and customer visits.
• Schedule retention visits with customers to review client info and address any questions, concerns, or training needs.
• Review client concerns with Manager to determine appropriate action for at-risk clients.
• Review incident reports daily, follow up with clients to determine the cause, and follow up with appropriate action to prevent further false alarms, including training and/or system service.
• Perform tasks and provide communication regarding installation projects for new and existing clients, including welcome and Wrap-Up emails, collect Account set-up information, communicate updates and timeframes, and process close-out documents.
• Develop a complete understanding of all approved equipment and applications to provide training, support, and education to clients on system usage.
• Input data into Sedona database to include details regarding client calls and visits, follow-up on client requests, cancellation information, and incident follow-up.
• Submit Account Status Change and Cancellation forms via SPIN (intranet).
• Follow up on cancellation requests to determine the specific reason and respond appropriately.
• Review with Department Manager(s) if cancellation is the result of cost or service concerns to potentially retain the client.
• Complete projects and perform other duties as assigned or needed. Examples include ordering and delivering cards or fobs, providing parts to job sites, filing, re-evaluating client data, or communicating technology updates to clients.
• Any other duties assigned by management.
• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
• Performs other duties as assigned.

Benefits

• Excellent pay
• Medical, dental, vision
• Company paid life insurance
• Company paid short-term disability
• 401K with employer match
• Paid vacation and company holidays
• Training and Career Development
• Company vehicle (if job applicable)
• Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees

What This Job Offers

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