JOB DESCRIPTION
JOB TITLE: Customer Experience Representative
LOCATION: St. Louis Park, MN
DEPARTMENT: Operations
REPORTS TO: Operations Manager
OVERVIEW
The Customer Experience representative will act as the initial point of communication with the company’s customers to ensure they have a positive experience with the company as whole. They will be responsible to communicate, document, and follow through with the customer and report any escalating issues to Management. Areas the Customer Experience will touch on are: troubleshooting/technical support, billing, account inquiries, new customer setup and training, cancellations, and retention.
ESSENTIAL JOB FUNCTIONS
- Answer Phones and Transfer Calls
- Act as the initial point of communication to resolve issues with customers daily including, but not limited to: troubleshooting/technical support, billing, account inquiries, new customer setup and training, cancellations, and retention.
- Responsible to deliver weekly reports on customers accounts to the Operations Team.
- Make outbound phone calls to customer experiencing troubles with their system, recent dispatches, and/or defaulted accounts.
QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES
- A High School Diploma/GED or higher required
- Ability to work independently
- Must be proficient in Microsoft Office (Word, Excel, PowerPoint)
- Ability to remain focused and effectively multi-task within a fast-paced & dynamic environment
- Motivated team player with positive attitude and desire to learn and deliver high-quality work
- Strong customer service skills and genuine desire to interact with customers; professional appearance
- Experience in the security industry preferred, but not required
- Must pass a background, drug and reference check
COMPENSATION
Salary or Hourly, based on experience
This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.