Client Support Specialist - PASS

Role Overview

The Client Support Specialist is responsible for creating and maintaining strong professional relationships with our customers, by understanding each individual customer's specific needs, and then effectively handling the customer's requests in a timely effective manner.

Key Responsibilities

• Effectively question and troubleshoot customer inquiries both technically and administratively to a satisfactory resolution.
• Remotely program customers' intrusion, CCTV, and access control systems.
• Create, schedule, and maintain service tickets for field technicians.
• Assist field technicians remotely by completing both administrative and technical tasks.
• Thoroughly update and maintain account information for continuity and quality control.
• Work both proactively and reactively to maintain customer retention and prevent account cancellations.
• Collaborate with all teams to help prevent and lower service costs.
• Perform administrative actions to assist customer's inquiries, account changes, and updates.
• Process customer requests for sales, renewals, resigns, upgrades, and reactivations by phone and email.
• Answer customer questions regarding products, services, and or account by phone and email.
• Collaborate with fellow team members, field technicians, and dispatch department to ensure security systems function smoothly 24/7, identifying trending issues, and escalating issues for timely resolution.
• Special projects assigned as needed.

Qualifications

• 3+ years' previous successful experience in a customer service role, interacting with customers via telephone and email preferred.
• Previous work experience in service and installation environment strongly preferred.
• Ability to learn new technologies for the scope of the position.
• Quick learning with a positive, cooperative, and accommodating nature.
• Excellent verbal and written communication skills.

EEOC Statement

PASS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.