Data Support Representative

Vector Security

10d•Hybrid

About The Position

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Data Support Representative! We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members Location: Gainesville, VA (hybrid) The work schedule for this position is Monday - Friday, 8:00am - 5:00pm EST Summary: As a Data Support Representative, you will 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.

Requirements

High School Education or equivalent
1-2 Years of Experience: Call Center/Data Entry/Customer Service Environment.
Multitasking: 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 - Preferred: Familiarity with different panel types.

Responsibilities

Process Code Changes: Validating the customer details and authorization to communicate the code changes and assignment. Work directly with an on-site customer representative to initiate a connection sequence in the store. Evaluate the alarm panel data in MASterMind and possess a better understanding of the different panels used by different customer, in order to correctly process the code changes. Processing a minimum of 8 code changes per shift-hour.
Answer Inbound Customer Calls: Answering Code Change request calls or general Customer Support calls to provide better customer service. Use InSite to process code changes by referencing existing customer contact list, update them as needed.
Monitoring of Code Request Inbox: Receive escalated code change requests from customers and verify customer reference numbers. Update data in customer monitoring software as appropriate. Coordinating with other departments based on the request received and ensuring that they are processed in a timely manner.