Customer Experience Associate - Call Center

Vector Security•,

14h•Remote

About The Position

Vector Security is seeking a Customer Experience Associate to join their Shared Services team. This role operates in an omnichannel environment, handling customer interactions across phone, email, chat, social media, and SMS. The associate will assist customers with questions, account updates, and issue resolution, escalating to technical support or scheduling service visits when necessary. Accurate documentation of all customer interactions using the business application is required. The company emphasizes thinking big, doing the right thing, and making a difference.

Requirements

High School Diploma or equivalent.
One year of relevant customer service experience in an omnichannel or multichannel call center environment.
Strong verbal and written communication skills to effectively handle inquiries and resolve issues.
Demonstrate empathy and patience, especially when dealing with irate or frustrated customers. Use customer data to personalize interactions, ensuring customers feel valued and understood. Provide consistent service quality across all channels, maintaining the same level of professionalism and support.
Excellent spelling/grammar.
Quick Resolution: Efficiently resolve customer issues by leveraging available tools and resources.
Escalation Management: Know when and how to escalate issues to higher-level support if necessary.
Able to meet all customer deadlines (both internal and external)
Company-specific monitoring center software for CRM and scheduling. Able to become proficient to demonstrate competency with company specific processes and procedures.
Have a working knowledge of Microsoft Office Programs to prepare documents as needed. Must be able to text, email, online chat, and social media.
CRM Proficiency: Familiarity with Customer Relationship Management (CRM) systems to track and manage customer interactions.
Unified Desktop Use: Ability to use a unified agent desktop that integrates all communication channels and customer data.
Able to obtain and maintain state licenses and technical certification as needed to access customer accounts. Complete and pass ADC training in first 90 days.
Able to work from home (Vector-provided equipment) without distraction.

Responsibilities

Receive inbound communications from customers via multiple channels including phone, chat, email and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution.
Enter accurate and complete documentation of all customer interactions into the business application.
Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues.
Discuss our referral program as well as new products and offerings with our customers.
Increase our service level by achieving individual call metrics which are reviewed on an ongoing basis.