Customer Experience Associate - Call Center

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 Shared Services team as a Customer Experience Associate.  

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. 

Job Location: Remote/Work from Home - US/USA

Summary:

In an omnichannel environment, the Customer Experience Associate is expected to handle customer interactions across multiple channels seamlessly. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application.

What You’ll Do:

• 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 to:

  • Create, update and close cases, as needed.

  • Schedule service work orders, as needed.

  • Place accounts into no response, or “on test”.

  • Handle account questions or concerns, including requested reports, documents, research, and updates to both customer and site information as needed.

  • Educate the customer on the proper use and maintenance of their system.

  • Assist customers who call to cancel their accounts, offer solutions, and additional services to minimize attrition.

  • Understand basic alarm functions to troubleshoot basic technical issues with customer accounts, such as silencing panel sirens and beeps, testing alarm communication, and checking status of trouble issues.

  • Enter accurate and complete documentation of all customer interactions.

• Complete Outbound communications per the customers desired form of communication to:

  • Review open work orders, research, and make outbound calls, emails, SMS, and chats to customers to identify and resolve potential issues.

  • Discuss referral program with customers. Get information or direct customer to Vector’s website.

  • Discuss new products and offerings.

What You’ll Need:

• 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.

What You’ll Get:

We offer a “Total Rewar