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The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone or email. The position is also directly responsible for product inquiries, appointment scheduling, and verification, providing support to our branches and field partners, and customers, as well as customer conflict resolution and escalation. The position takes ownership of customer issues and provides complete end-to-end issue resolution by utilizing the resources available.

Essential Duties & Responsibilities: 

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.

• Professionally administers all inbound/outbound calls to provide the industry's best customer experience.

• Address customer billing questions, regarding service visits and general inquiries.

• Provide basic troubleshooting to assist customers in silencing alarms, arming and disarming their system, battery changes and more.

• Taking payments for customers and/or creating credits to customer accounts.

• Schedules service appointments and alarm inspections.

• Assist technicians by adjusting appointments and rescheduling when necessary.

• Collects and enters orders for new or additional products or services.

• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.

• 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.

• Perform other duties assigned by management.

Education/Qualification: 

• High school diploma or equivalent.

• Scheduling or customer service experience preferred, but not required.

• Aptitude for problem solving, ability to determine solutions for customers

• Customer service experience required.

• Excellent communication skills including active listening.

• Service-oriented and able to resolve customer grievances.

• Proficient computer skills with the ability to learn new software.

Other Duties:

• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.

• Performs other duties as assigned.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

Pay Range:

• $21.50 - $23.00 per hour DOE.

Benefits and Perks:

• Excellent pay

• Medical, dental, vision

• Company paid life insurance

• Company paid short-term disability

• 401K with employer match

• Paid vacation and company holidays

• Training and Career Development

• Company vehicle (if job applicable)

• Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees

Pye-Barker Fire and Safety is an Equal Opportunity Employer