Customer Service Representative - Security Systems Specialist at SNI Technology

Customer Service Representative - Alarm Systems
Location: Lantana, FL

SNI is seeking a dedicated and experienced Alarm System Product Specialist to join our Customer Service team. In this critical role, you'll deliver exceptional customer support and provide expert guidance on alarm systems, helping us maintain our reputation for excellence.
The ideal candidate will have at least three years of customer service experience and a minimum of one year of experience in the alarm systems industry.

Key Responsibilities:

• Manage 150-200 customer interactions weekly, offering expert support for alarm systems and related inquiries.
• Handle incoming and outgoing calls with professionalism, promptly resolving alarm conditions and technical issues.
• Guide customers through troubleshooting and provide step-by-step instructions for resolving alarm system challenges, including disabling alarms.
• Maintain detailed and accurate logs of customer interactions, including calls, appointments, and service tickets.
• Generate leads for the sales team or close orders directly over the phone when possible.
• Perform collection and follow-up calls, reviewing customer accounts and requesting payments as needed.
• Provide requested information such as alarm reports, user manuals, invoices, and promotional materials.
• Collaborate with internal teams to route calls, escalate issues, and schedule service appointments.
• Utilize Dice and Matrix Core software to track customer activity and manage service tickets.
• Exhibit professionalism, patience, and technical knowledge during all customer interactions.
• Multitask effectively, managing diverse situations simultaneously while maintaining a focus on customer satisfaction.

Qualifications:

• Alarm System Knowledge: At least one year of experience with alarm systems and associated software.
• Customer Service Expertise: Proven ability to remain composed and empathetic during challenging customer interactions, ensuring a positive experience.
• Technical Skills: Basic computer skills with a willingness to learn proprietary software systems.
• Communication Skills: Strong ability to explain technical concepts clearly and calmly to customers.
• Problem-Solving: Demonstrated experience in troubleshooting and resolving alarm conditions effectively.
• Adaptability: Quick learner with the ability to master new software and processes efficiently.

Benefits:

• Competitive benefits package, including:
  • Health, Vision, and Dental insurance.
  • 401K plan with eligibility after one year of employment.
  • Paid holidays and Paid Time Off (PTO).
• On-site, Monday to Friday, 7:45 AM - 4:30 PM.

If you're passionate about solving customer challenges and are seeking a long-term career with a stable company, we'd love to hear from you!