Customer Care Specialist

Guardian Alarm • Southfield, MI

214d

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.
• 1-2 years of customer service experience required.

Nice To Haves

• Some college preferred.
• Regular and reliable attendance record.

Responsibilities

• Interact with customers to provide support and information on Guardian's products and solutions.
• Ensure appropriate actions are taken to resolve customers' problems and concerns.
• Maintain customer accounts and records of customer interactions in MAS.
• Use knowledge of specific products or services to answer inquiries or forward to appropriate staff.
• Diagnose alarm system problems via telephone and create service tickets after exhausting all resources.
• Perform procedures required to resolve customer problems and concerns.
• Diagnose customer system problems and escalate calls to appropriate team members or create work orders.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED