Customer Experience & Billing Coordinator

Job Description

Job Description

At DFW Security , our vision is simple: deliver an exceptional customer experience every day.

As a locally owned and trusted security provider, we help protect homes and businesses throughout our community. Our Customer Support Department plays a vital role in building customer loyalty, resolving issues, and ensuring every customer feels valued and supported.

If you enjoy helping people, solving problems, and working in a fast-paced environment where no two days are the same, we'd love to meet you.

LOCATION

In-Office

SCHEDULE

Our department operates Monday through Friday from 9:00AM – 6:00PM CST. 

• This is a full-time position.

POSITION OVERVIEW

We are seeking a Customer Experience & Billing Coordinator to provide exceptional support to our clients. In this role, you will ensure a seamless customer experience by managing account cancellations, addressing billing concerns, and minimizing service attrition. This role involves proactive communication with past-due customers, resolution of customer complaints, and assistance with service transfer and moves. The ideal candidate is detail-oriented, customer-focused, and possess strong problem-solving skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Manage customer cancellations with empathy and professionalism, seeking to understand issues and retain customers when possible

·         Proactively contact past-due customers to resolve outstanding balances and prevent service interruptions

·         Address customer billing inquiries and disputes efficiently, ensuring accurate account information and prompt resolution

·         Handle customer complaints with patience and effective problem-solving to ensure satisfaction and retention

·         Assist customers with moving or transferring their service, ensuring smooth transitions and minimal disruption

·         Maintain detailed records of all interactions and account adjustments in internal systems

·         Collaborate with internal departments to resolve complex issues and enhance the customer experience

·         Identify trends in customer feedback to recommend service improvements and reduce attrition

SKILLS AND QUALIFICATIONS

·         High School Diploma, GED, or higher education preferred

·         2+ years of experience in customer service, billing, or account management

·         Excellent customer service and communication skills, both written and verbal

·         Excellent problem-solving abilities and attention to detail

·         Ability to multi-task effectively across multiple screens and various internal programs

·         Skilled in de-escalating phone calls with professionalism and empathy

·         Adapt quickly to evolving systems and process changes

·         Ability to work independently and collaboratively within a team environment

·         Bilingual abilities are a plus

BENEFITS

·         Medical, Dental and Vision Insurance

·         401(k) with Matching

·         Paid Time Off (PTO)

·         Life Insurance

·         Paid Company Holidays

·         Paid Company Quarterly Meetings

·         Employee Discount on Security Services

PAY DISCLOSURE

DFW Security offers a competitive pay structure including hourly work and commission based on experience and qualifications.

DFW Security is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. DFW Security strives to ensure every employee is valued and promotes positive company culture.