Data Support Representative

Vector Security and Vector Security Networks Career•Gainesville, VA

5d•Hybrid

About The Position

At Vector Security, we are looking for a Data Support Representative to join our team. This role involves processing code changes, answering customer calls, and providing efficient customer service. We offer great benefits, competitive salary, and growth opportunities. Our work matters to our customers and team members.

Requirements

High School Education or equivalent
1-2 Years of Experience in a Call Center/Data Entry/Customer Service Environment.
Ability to Multitask: Evaluate data, process requests while interacting on the phone.
Attention to Detail: Referencing Procedures.
Customer Service: Taking calls efficiently and providing a timely customer service response.
Communication & Interpersonal Skills: Taking calls efficiently and providing a timely customer service response.

Nice To Haves

Alarm Industry Experience: Familiarity with different panel types.

Responsibilities

Process code changes in a timely fashion, per metrics (within 24 hours, excluding weekends).
Answer inbound customer calls and electronic requests to deliver efficient customer service.
Validate customer details and authorization to communicate code changes and assignment.
Work directly with an on-site customer representative to initiate a connection sequence in the store.
Evaluate alarm panel data in MASterMind and understand different panels used by customers to correctly process code changes.
Process a minimum of 8 code changes per shift-hour.
Answer Code Change request calls or general Customer Support calls.
Use InSite to process code changes by referencing existing customer contact lists and updating them as needed.
Receive escalated code change requests from customers and verify customer reference numbers.
Update data in customer monitoring software as appropriate.
Coordinate with other departments based on the request received and ensure timely processing.