Customer Service Specialist - Alert Alarm and National Fire Protection (Alert Alarm)

About Us

Alert Holdings Group LLC has built a reputation as a full-service life and safety provider of the highest quality products and services since 1962. With offices on Oahu, Maui, Big Island and Kauai we are able to provide standardized services statewide for life and safety systems like none other. We protect nearly 33,000 residential and commercial customers.

About the Role:

The Customer Service Specialist is responsible for creating and maintaining strong professional relationships with our customers, handling their requests in a timely yet effective manner.

Status: Full-Time, Non-exempt

Duties and 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.
• Team Meeting or one on one meeting with department manager and/or department technical specialist developing and honing your skills.

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.
• Strong work ethic and ability to apply security and confidentiality measures.
• Applicant must be at least 18 years of age.

Work Requirements:

• This job requires sitting for extended periods of time in an air-conditioned facility.
• This job involves using a computer for extended periods of time.
• Daily use of headsets to communicate with customers.
• Answering calls, typing, and navigating computer systems will involve repetitive movements within a fast-paced and high expectation call center environment.
• The facility is a secure worksite.

The Alert Alarm Benefit:

Compensation starts at $18/hour

We offer a full benefits package including health, dental and eye insurance, Short Term Disability, Life Insurance, a 401k savings plan, paid-time-off benefits, training, opportunities for growth and development, and a team that cares about you. We even offer pet insurance!

EEOC Statement

Alert Alarm 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.