HomePro Operating, LLC
Customer Service Representative Position Summary:HomePro is the largest Residential New Construction low voltage company in the United States. We looking for 2 dynamic Customer Service Representatives to join our Customer Care Team. The Customer Service Representative will be responsible for taking inbound calls from customers with questions regarding their account, making outbound calls, handling emails and mail related to resolve all customer inquiries.Representatives need to display empathy and professionalism in providing the highest quality service possible to our customers. This is a goal oriented department. Customer Service Representatives are responsible for hitting department goals in an array of categories such as attendance, adherence to schedule, handle time, after call work, transfer rates, hold time, and credits.Essential Job Functions will include, but are not limited to:Ø Takes incoming customer service calls from subscribers and dealers.Ø Responsible for rebuttals for price increases and defusing situations prior to being escalated.Ø Probes and asks fact finding questions regarding cancelations (gathers information if customer is leaving for a competitor).Ø Interprets coded alarm signals received from customers’ monitoring system which include unlawful intrusions, fire, panic, supervisory activity or two-way voice.Ø Assists customers in cancelling the dispatch of authorities to their site address when there is a false alarm.Ø Researches false alarms on customer accounts appropriately and to handle disputes.Ø Assists customers who call with questions regarding billing and payment related inquiries.Ø Handles billing disputes and small collections.Ø Troubleshoots alarm system problems (including performance testing and low batteries) over the phone with customers and refers as necessary to the appropriate departments.Ø Answers questions on how to perform basic alarm functions, such as turn off chimes.Ø Processes customers with requests for yard signs and insurance certificates.Ø Takes escalated customer service calls to resolve customer problems and escalated issues.Ø Negotiates pricing for customer add-on equipment and creates jobs.Ø Promotes self-service options of HomePro.com and assists with web site troubleshooting.Ø Follows-up with alarm service technicians regarding job tickets. Able to open, close and reassign jobs as need.Ø Proactively works to assist others in achieving the organization’s objectives.Contact with Customers:Ø Maintain a pleasant and positive rapport with customerØ Excellent communication skills including verbal communications, active listening and excellent written grammar and spelling capabilitiesØ A team player who is passionate about their contribution towards delivering an excellent customer experienceØ Ability to learn and communicate security technology and industry terminologyØ A self-starter with strong multi-tasking skills and close attention to detailØ Represent the company with honesty, integrity, a positive attitude and a solid work ethicSkills: The skills listed below are not exhaustive, but are essential to the job function. 1. Must demonstrate the ability to effectively resolve specific issues or inquiries.2. Must have the ability to clearly and concisely convey ideas in writing.3. Organizational and time management skills are essential.4. Must be able to complete assigned work within allotted time frames.5. Maintain a professional, confident tone and demeanor in all written correspondence and phone interactions.6. Must demonstrate the ability to utilize MS Word, MS Excel, and MAS effectively with little to no additional help or instruction.7. The ability to maintain discretion and confidentiality as needed.Ideal candidate will have:High school diploma or general education degree (GED); or three to six months related experience and\/or training; or equivalent combination of education and experience. Customer service experience \/call center experience: 6 months-1 year experience is required.Typing skills of 25 WPM is required.Bilingual (English\/Spanish) preferred.Nature of Supervision:General function and\/or direction provided upon request. Accounts and projects will be assigned as needed, however agents are expected to consistently handle their own work. Advice and problem-solving assistance is readily available in an open door format. There is no micro-management. Driven, self-motivated applicants only need apply.
HomePro Operating, LLC