Customer Service Representative (Evening)

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 Customer Service Representative (Evening)! 

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:  Warrendale, PA (In-Office)

The work schedule for this position is Thursday - Monday, 11:00 PM - 7:00 AM EST

Summary:

As a Customer Service Representative, you will respond to incoming alarm events that involve life safety, property and environmental signals, and phone calls as directed by account instruction and/or Company SOG.  Provide exceptional customer service experience and ensure accurate and efficient response and documentation.

What You'll Do:

• Handle Customer Accounts as a Customer Service Representative to Include:
  • Receiving alarm calls dealing with life safety, property, and environment.
  • Answer incoming calls in a timely manner.
  • Document actions in operating software.
  • Request response from public safety agencies.
  • Complete outbound calls to account contact list.
• Complete Shift Duties as Assigned by CS Supervisor/Assistant Supervisor

What You'll Need:

• Knowledge - High School Diploma or Equivalent:
  • Entry level position, no experience required, customer service experience - Preferred.
• Communication Skills:
  • Able to read and interpret documents, procedure manuals, operating and maintenance instructions, and safety rules. 
  • Able to accurately understand, spell, and type words and numbers. 
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Mathematical Skills:
  • Able to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. 
  • These skills are needed to understand and relay account information to customers and emergency responders. 
• Reasoning Ability:
  • Able to apply common sense understanding to carry out instructions furnished in written, oral, diagram, map, resolution code, or schedule form. 
  • Able to deal with problems involving several concrete variables in standardized situations. 
  • These skills are needed to understand and relay account information to customers and emergency responders.
• Customer Service Skills/Abilities:
  • Active and empathetic listening skills when dealing with others in all situations, including the ability to produce a calming effect on others and elicit the necessary information during a stressful situation.
• Keyboarding/Typing Skills:
  • Able to efficiently and accurately input account data.
• Organization Skills:
  • Able to manage multiple tasks with great attention to detail.  Able to meet all customer deadlines (both internal and external).
• Licenses/Certifications:
  • Able to obtain and maintain state licenses as needed to access customer accounts.

What You'll Get:

We offer a “Total Rewards” package including:

• Competitive compensation with incentive eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
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