Customer Service

ASSA ABLOY•Monroe, NC

11d•Onsite

About The Position

The Customer Experience Representative I serves as the first point of contact for callers needing assistance with any of our products or services. This role is responsible for delivering exceptional service, providing information, coordinating requests, and ensuring the caller’s experience is welcoming and efficient. This individual will act as a central resource for both callers and internal teams, helping maintain smooth daily operations by anticipating the needs and proactively resolving issues. This position reports to the Customer Service Manager (CSM) sitting onsite in Monroe, NC for the assigned brand and the hours for this position are 8:00AM-4:30PM.

Requirements

Associate’s degree preferred or experience.
Must be comfortable learning new computer software.
Prior experience in customer service / technical support roles.
Excellent verbal and written communication skills.
Strong multitasking and organizational abilities.
Proficient with Microsoft Office and common office systems.
Possesses a passion for helping others and is extremely comfortable fielding a wide variety of calls.
Sound judgment in selecting methods and/or techniques for obtaining solutions.

Nice To Haves

Friendly, approachable, and service‑oriented attitude.
Strong problem‑solving skills.
Strong Communications and time management skills.
Experience with Brightmetrics, ShoreTel or any modern call handling software a plus.

Responsibilities

Greeting callers warmly and professionally
Providing information that adequately addresses the caller’s needs, negating the need to transfer the call where possible.
Route necessary calls accurately the first time.
Learn the required tools to assist callers in a timely and efficient manner
Assist the CSM where required to continuously improve the callers’ experience