Customer Experience Representative

Make Every Customer Interaction Count.

For nearly 60 years, Alarm Detection Systems (ADS) has helped businesses and homeowners protect what matters most through trusted security, fire alarm, video surveillance, access control, and monitoring solutions.

We're looking for a Customer Experience Representative who enjoys helping people, solving problems, and creating positive customer experiences. As a primary point of contact for our customers, you'll answer questions, assist with service needs, coordinate scheduling, support our field technicians, and help ensure customers receive the responsive, professional service ADS is known for.

This is an onsite, customer-focused role that's ideal for someone who communicates well, stays organized in a fast-paced environment, and genuinely enjoys finding solutions for others.

At ADS, our culture is built on five core values:

• Customer First – We put our customers at the center of everything we do.
• Do What You Say and Whatever It Takes – We honor our commitments and follow through.
• Embrace Change & Pursue Growth – We continuously learn, improve, and adapt.
• Be a Team Player – We collaborate, support one another, and succeed together.
• Care About People – We genuinely care about our employees, customers, and communities.

Our Customer Experience team plays an important role in delivering on those values every day. You'll work closely with customers, technicians, and departments throughout ADS to solve problems, coordinate service, and keep communication moving.

We offer a comprehensive benefits package designed to support your health, well-being, financial future, and professional growth.

• Medical, Dental, Vision, and Life Insurance
• 401(k) with Employer Match
• Paid Time Off (PTO)
• Paid Holidays
• Paid Parental Leave
• Employer-Paid Short-Term Disability
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Employee, Friends & Family Discounts on ADS Products and Services
• Professional Development and Training Opportunities
• Company-Sponsored Events
• A Collaborative, Team-Oriented Work Environment

As a Customer Experience Representative, you'll help customers get the answers and support they need while keeping service operations running smoothly.

In this role, you will:

• Handle inbound and outbound customer communication by phone, email, text, and web submissions in a timely and professional manner.
• Assist customers with account questions, service requests, billing concerns, scheduling, and general support needs.
• Listen to customer concerns, identify needs, and work toward effective solutions.
• Coordinate annual inspections, service requests, appointment changes, and other scheduling needs.
• Support field technicians by providing customer information, account details, troubleshooting assistance, and operational support.
• Monitor customer communication channels and ensure requests receive timely follow-up and resolution.
• Accurately document customer interactions, service activity, resolutions, and follow-up actions in company systems.
• Assist the Service Department with customer outreach, scheduling initiatives, and call campaigns.
• Identify customer needs and recommend appropriate ADS products or services when applicable.
• Escalate unresolved or complex customer concerns to the appropriate department or leader.
• Maintain accurate records and assist with data entry and operational tasks that support our field teams.
• Learn and effectively use ADS software, databases, communication tools, and Customer Experience applications.
• Participate in training, coaching, team meetings, and continuing education opportunities.
• Maintain confidentiality and appropriately handle sensitive customer and company information.

You're someone who:

• Genuinely enjoys helping people and providing great customer service.
• Communicates clearly, professionally, and confidently by phone and in writing.
• Listens carefully and approaches customer concerns with patience and empathy.
• Enjoys solving problems and finding the right next step for a customer.
• Can stay calm and professional during challenging conversations.
• Is organized and able to balance multiple priorities in a…