Customer Experience Agent - Mountain Alarm Fire & Security

Mountain Alarm, a Pye Barker Fire & Safety company is hiring for a Customer Experience Agent in our Billings, MT location.

Position Summary:Our Customer Experience Department at Mountain Alarm is a team of dedicated professionals focused on providing exceptional service. Our agents are trained to troubleshoot alarm systems, process payments, problem solve account or system issues, schedule service appointments and de-escalate delicate situations. We know that the experience our team provides is one of the top reasons why customers choose Mountain Alarm.

Duties & Responsibilities:

• Professionally administers all inbound/outbound calls to provide the industry's best customer experience
• Address customer billing, questions regarding service visits, and general inquiries
• Provide basic troubleshooting to assist customers in silencing alarms, arming and disarming their system, battery changes and more
• Schedules service appointments and alarm inspections
• Assist technicians by adjusting appointments and rescheduling when necessary
• Perform basic data entry within monitoring and accounting software
• Provide feedback to management regarding customer service breakdowns or concern
• Performs other duties as assigned

Education & Required Skills:

• Scheduling or service coordinating experience preferred
• High School Diploma/GED
• Excellent customer service skills
• Aptitude for problem-solving, ability to determine solutions for customers
• Clear communication skills (email, phone, in-person) primarily among internal departments, field technicians, sales consultants, and customers
• Maintains a good working environment with all employees, vendors, and customers
• Must read and speak English

About Mountain Alarm Fire & Security:

Mountain Alarm Fire & Security has over 65 years' experience protecting what matters most. The Company has grown and expanded to locations throughout Utah, Arizona, Colorado, Idaho, Montana, and Wyoming. As a family owned and operated company, we strive to provide the best customer experience from inception and beyond. We hire quality individuals with entrepreneurial spirits who are excited to help us soar to levels that far exceed our competition.

Acquired in December 2021 Mountain Alarm is now a Pye-Barker company. Since 1946, Pye-Barker Fire & Safety has been protecting communities through fire suppression and security alarm services. Pye-Barker Fire & Safety is a collective of the most prominent and reputable fire and life safety protection companies in the nation.