Inside Customer Care 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 Care Specialist travel to client sites on a rotating basis to ensure clients’ needs are met. As a trained expert of our client’s security products, this position ensures that clients work comfortably with their security technologies. This position requires regular communication over the phone, via email and in-person. Essential Duties & Responsibilities: Review, implement and follow up on requests from clients and internal team members to include Service, Accounting, Verification Center, and Data Center. Meet established goals for performing proactive client calls and customer visits. Schedule retention visits with customers to review client info and address any questions, concerns, or training needs. Review client concerns with Manager to determine appropriate action for at-risk clients. Review incident reports daily, follow up with clients to determine the cause, and follow up with appropriate action to prevent further false alarms, including training and/or system service. Perform tasks and provide communication regarding installation projects for new and existing clients, including welcome and Wrap-Up emails, collect Account set-up information, communicate updates and timeframes, and process close-out documents. Develop a complete understanding of all approved equipment and applications to provide training, support, and education to clients on system usage. Input data into Sedona database to include details regarding client calls and visits, follow-up on client requests, cancellation information, and incident follow-up. Submit Account Status Change and Cancellation forms via SPIN (intranet). Follow up on cancellation requests to determine the specific reason and respond appropriately. Review with Department Manager(s) if cancellation is the result of cost or service concerns to potentially retain the client. Complete projects and perform other duties as assigned or needed. Examples include ordering and delivering cards or fobs, providing parts to job sites, filing, re-evaluating client data, or communicating technology updates to clients. Any other duties assigned by management. Education & Qualifications: A high school diploma or equivalent Valid driver’s license with a clean driving record One year of customer service experience A team-oriented, upbeat personality Ability to exercise judgment and make decisions Ability to communicate effectively Computer and math proficiency Ability to manage multiple priorities and work in a fast-paced environment Other Duties: Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy. Performs other duties as assigned. Physical Requirements: Ability to lift up to 10lbs Comfortable walking around job sites and occasionally use of step ladders Pay: $27 Per Hour. Weekly Pay. Commission Plan. #IndeedDNU 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. Click here We are hiring across the nation! Many of our roles provide on-the-job training to help you get licensed and working. View Our Locations Since 1946, we have been an industry leader with a reputation for putting our customers and our people first. More About Us We strive to serve our communities by keeping businesses, families, and neighbors safe from fire, life safety, and security risks. Our values serve as the foundation for our culture -they're how we treat our customers and each other. See Our Offerings We promise to make recommendations that are always in the best interest of our customers and provide service that's responsive and dependable, every time. You can count on us to care for you - our customer - as we care for each other. We have the utmost appreciation for this industry and each other, and are proud to be working together to help our customers and neighbors protect what they've built. We're committed to quality craftsmanship, quick response and taking care of our team members and our customers like family.