Customer Support Representative

REPORTS TO: Customer Support Manager

Based in Atlanta, GA, EyeQ Monitoring provides industry-leading security and business intelligence solutions to a variety of business sectors throughout the US.

EyeQ Monitoring is looking for an upbeat, customer service oriented individual to provide exceptional customer service to all our clients. Joining a team of 3, they must be energetic, a self-starter, and self-motivator. The ability to work in a fast paced and fun environment where multi-tasking is a must and our Customer's Experience is at the fore front of your mind with every interaction! The prime candidate must be able to solve problems on their own with guidance from their peers and manager, quick learners will thrive in this environment!

Here at EyeQ, people matter. Any new team members we bring on have to live and breathe our core values, just like we do.

We value trusted partnerships.

We believe in the value of transparent, reliable and growing relationships with our team and customers and turn away people and businesses that don't fit.

We build to last.

We focus on long-term solutions and spend requisite time to ensure our solutions will work the first time.

We take the hill.

We are excited to take on challenging work, find new solutions and technology frontiers, and attack problems others are scared of; as such, we celebrate failing fast, being transparent, and working with people who we trust to run up those hills with us.

We enjoy the journey.

We take our customer needs but not ourselves seriously; Our work is a part of our life we want to enjoy unapologetically; We are proud of the mission we are entrusted with and the team we get to serve with every day.

Responsibilities:

• Being the front-line in all communications with clients regarding problems, requests, inquiries, etc.
• Problem solve client issues as able, and/or route phone calls to proper team members when escalation is needed
• Effectively communicate to management regarding issues/process problems/policy changes
• Serve a liaison between clients and other departments and management
• Ability to effectively train new and current clients on current set up and systems
• Understanding of how all internal departments work and who to best handle customer issues to resolution
• Handle customer complaints and provide feedback to the right departments
• Present a solution and verify that the problem is solved
• Escalate properly if they don't have the right skill level or authority to resolve an issue on the first contact.
• Manage group email and voicemail
• Upselling customers on potential addon's or replacement equipment and passing to the right sales department
• Ensure all contact information is up to date when talking with client
• Ability to complete the below tasks for all clients.
• Service outage reporting
• Forensics Requests
• Protocol Changes/updates
• Monitoring Schedule Changes
• Contact Updates (all programs)
• Training
• Remote access (all platforms)
• Contract/Legal Questions/Concerns
• Billing Issues
• Misses
• Price Adjustments
• Facilitating tag orders
• Facilitating user adds and deactivations
• Access Control Management
• Work at least one week a month on an after-hours shift
• Other duties assigned

Requirements

• Ability to sit for long periods of time
• Ability to walk comfortably for long periods of time
• Security Industry, Automotive, Multi Family, CRE experience preferred
• Bachelor's degree
• 5 years' experience in a customer service-oriented position. Preferably Account Management or Customer Experience
• Availability
• Travel: 20%
• Authorized to work in the US
• Proven ability to communicate verbally over the phone and via email in a friendly and fun manner.
• Must have Microsoft 365 suite skills
• Must have worked in a CRM before
• Must be able to work individually and as part of a team.
• Must have a passion for Customer Service or Security
• Ability to work in a fast paced environment and have the drive to get work completed even if it means staying late or coming in early.
• Must have good time management skills and be a self-starter.
• Must be able to problem solve on the fly.
• Ability to work as a team internally to resolve customer issues.
• Show empathy and use the right empathy statements.