Customer Experience Agent - Peak Alarm

Peak Alarm, a Pye-Barker Fire & Safety company, is hiring for a Customer Experience Agent in our Salt Lake City, UT location.

Position Summary: Our Customer Experience Department at Peak 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 Peak Alarm!

Available shifts: 8:00 AM - 4:00 PM, 4:00 PM - Midnight, and Midnight - 8:00 AM.

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
• Dispatch local police and or fire departments as needed
• 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 - Spanish speakers receive a higher hourly rate

About Us:

Acquired in October 2024, Peak Alarm is now a Pye-Barker company. Partnering has allowed us to continue to expand our business rapidly, while providing limitless opportunity for our teams across the nation. Since 1946, Pye-Barker Fire & Safety has been protecting communities like yours through fire suppression and best in class 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. We protect you just like we would our own family. Learn more at www.pyebarkerfire.com.