General Purpose and Essential Duties:
The Customer Care Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, while providing a high level of customer support on Guardian’s products and solutions.
- Interacts with customers to provide support and information on Guardian’s products and solutions.
- Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments in MAS.
- Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
- Diagnose alarm system problems via telephone and create service ticket only after exhausting all resources and expertise
- Perform all procedures as required to resolve customer problems and/or concerns
- Diagnose customer system problems, escalate incoming calls to appropriate team members, or create work order for service after exhausting all resources and expertise
Knowledge, Skills, Experience and Education 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.
- Knowledge of, or ability to learn Guardian’s products and solutions.
- Ability to remain calm in a high-paced 24/7/365 customer service call center environment
- High School Diploma or G.E.D. required
- Some college preferred
- Regular and reliable attendance record
- 1-2 years of customer service experience required
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.