Customer Care Specialist

Guardian Alarm Company of Michigan Jobs•Southfield, MI

19d

About The Position

The Customer Care Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, while providing a high level of customer support on Guardian’s products and solutions. Interacts with customers to provide support and information on Guardian’s products and solutions. Ensures that appropriate actions are taken to resolve customers’ problems and concerns. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments in MAS. Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff. Diagnose alarm system problems via telephone and create service ticket only after exhausting all resources and expertise Perform all procedures as required to resolve customer problems and/or concerns Diagnose customer system problems, escalate incoming calls to appropriate team members, or create work order for service after exhausting all resources and expertise

Requirements

Excellent communication skills including active listening
Service-oriented and able to resolve customer grievances
Proficient computer skills with the ability to learn new software
Knowledge of, or ability to learn Guardian’s products and solutions
Ability to remain calm in a high-paced 24/7/365 customer service call center environment
High School Diploma or G.E.D. required
Regular and reliable attendance record
1-2 years of customer service experience required

Nice To Haves

Some college preferred

Responsibilities

Addressing inquiries
Resolving complaints
Providing a high level of customer support on Guardian’s products and solutions
Interacting with customers to provide support and information on Guardian’s products and solutions
Ensuring that appropriate actions are taken to resolve customers’ problems and concerns
Maintaining customer accounts and records of customer interactions with details of inquiries, complaints, or comments in MAS
Using knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
Diagnosing alarm system problems via telephone and create service ticket only after exhausting all resources and expertise
Performing all procedures as required to resolve customer problems and/or concerns
Diagnosing customer system problems, escalate incoming calls to appropriate team members, or create work order for service after exhausting all resources and expertise