Customer Experience Specialist

Customer Experience Specialist

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.

In this position, Customer Experience Specialist establishes and maintains working relationships with external and internal customers with excellent communication. Provides administrative support to external and internal customers. Responsible for achieving the goals set by the office manager.

Essential Duties & Responsibilities:

• Greets guests and employees in a professional, friendly and hospitable manner.
• Professionally administers all incoming/outbound calls, redirects accordingly (i.e. leads to sales, service complaints to manager), and transfers to voicemail if unavailable.
• Consistently provides and maintains exemplary customer service for our customers to ensure retention.
• New customer leads passed directly sales and entered in the approved lead tracking system.
• Performs basic technical troubleshooting for inbound callers and their alarm systems.
• Provides callers with information such as company or branch addresses, directions to office location, fax numbers, website, and other related information.
• Uses administrative skills to perform level I tasks in company software; Sedona, Stages, Office365, Outlook, OneNote, and various other Microsoft Office products.
• Accepts phone and EFT payments and processes in accounting software.
• Handles inbound billing questions and is able to pass the call appropriate if unable to resolve issue.
• Enters credit requests to be approved by office manager.
• Works directly with corporate RMR specialists on cancellations.
• Ability to work with technicians in the field to assist in investigating issues (site, panel, etc.)
• Ability to schedule service calls and alarm inspections.
• Ability to adjust technicians' schedules and move appointments.
• Any other duties assigned by management.

Education/Qualification:

• High school diploma or equivalent.
• Customer service experience required.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Other Duties:

• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
• Performs other duties as assigned.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

Benefits and Perks:

• Excellent pay
• Medical, dental, vision
• Company paid life insurance
• Company paid short-term disability
• 401K with employer match
• Paid vacation and company holidays
• Training and Career Development
• Company vehicle (if job applicable)
• Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees

Pye-Barker Fire & Safety is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, pregnancy, sexual orientation, gender identity, gender expression, genetic information, disability, military service and veteran status, or any other characteristic protected by applicable law.