Call Center Representative

Job Summary:

As a Call Center Associate, you will play a pivotal role in our company's operations. Your knowledge of our products, services, and policies will be instrumental in assisting both external and internal customers with their appointments, questions, complaints, or problems. By engaging with customers, listening to their concerns, and offering potential solutions, you will significantly contribute to our customers' experience. This role also offers opportunities for growth and development, with the potential to provide basic system training.

To perform this job successfully, an individual must perform each essential job duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems is an EEO employer.

Company Benefits:

We believe in providing a generous, comprehensive benefits package that includes:

• Health, dental, vision, and life insurance
• 401(k) plan with a generous company match
• Paid Time Off (PTO)
• Paid Parental Leave
• Company-paid short-term disability
• Company events (friends and family welcome!)
• Tuition reimbursement
• Employee discount
• Employee assistance program
• Work-life balance
• Continuous professional growth
• A fun, high-energy workplace

Essential Functions and Responsibilities:

• Demonstrate proficiency in using ADS' computer programs, databases, and applications (e.g., NAV, Manitou, Microsoft Office, remote desktop services, phone systems, tablets, etc.), which are crucial for effective customer service.

• Assists field technicians with information troubleshooting.

• Answering or making calls, emails, or web submissions to customers to learn about and address their needs, complaints, or other issues with products or services.

• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring customers feel supported and valued is highly valued.

• Active listening with customers, confirming or clarifying information, and handling customer dissatisfaction effectively.

• Develop strong relationships with customers and other Call Center team members, fostering trust and reliability, which are essential for a collaborative work environment.

• Utilizing software, databases, scripts, and tools appropriately.

• Understanding and striving to meet or exceed Call Center metrics while providing excellent, consistent customer service.

• Making sales or recommendations for products or services that better suit customer needs.

• Keep records of customer interactions or transactions, details of inquiries, complaints, or comments, and actions taken.

• Take part in training and other learning opportunities to expand your knowledge of the company and your position.

• Refer unresolved customer grievances to designated departments for further investigation.

• Adjusting the schedule may be required to ensure the department is covered during core business hours.

• Adhering to all company policies and procedures.

• Other duties as assigned by management

• Maintain reliable and regular attendance

• Responsible for onsite duties as assigned

Education/Experience:

• High School Diploma or equivalent is required

• Previous customer service experience is preferred

Knowledge/Skills/Abilities:

• Excellent customer service

• Excellent listening skills and an empathetic voice and manner

• Excel and Word

• Excellent in written and verbal communication

• Must be able to use office equipment – telephone, fax machine, all printers

• Organized and detail-oriented

• Ability to adapt to change

• Computer and typing skills

• Ability to thrive in a fast-paced environment, multitasking while keeping a focus on the customer

• Familiarity with the products and services offered by the company

Licenses/Certifications:

• Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation (Illinois employees only)

• Maintain a driver’s license, maintain an insurable driving record, and be capable of driving on company assignments

Physical Demands:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

• Sitting

• Standing

• Finger Dexterity

• Talking

• Hearing

• Vision

• Color Vision

Work Environment:

The work environment characteristics described here represent those an employee may encounter while performing this job's essential functions. Unless outlined in the remote work policy, this is an on-site position. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems, Inc. maintains a quiet, non-smoking office environment.