Call Center Associate

Job Description

Job Description

Salary : $20-22 per hour

Job Summary :

The Call Center Associate is the first point of contact for customers, providing exceptional service through inbound and outbound calls, emails, and web submissions. This role manages inquiries, resolves issues, assists field technicians, and recommends products or services to meet customer needs. By using company systems effectively, documenting interactions, and striving to exceed performance goals, the Associate ensures a positive customer experience while supporting overall team success.

To perform this job successfully, an individual must perform each essential job duty satisfactorily. The requirements below represent the required knowledge, skill, and / or ability. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems is an EEO employer.

Essential Functions and Responsibilities :

• Demonstrate proficiency in using ADS' computer programs, databases, and applications, which are crucial for effective customer service.
• Assist field technicians by providing accurate information and troubleshooting support.
• Manage inbound and outbound communications (calls, emails, and web submissions), including Spanish-speaking customers if bilingual, to address inquiries, complaints, and service needs.
• Respond promptly and accurately to customers, explain solutions clearly, and ensure a positive customer experience.
• Active listening with customers, confirming or clarifying information, and handling customer dissatisfaction effectively.
• Build and maintain strong relationships with customers and team members to support a collaborative, reliable work environment.
• Utilize software, databases, scripts, and tools effectively in daily tasks.
• Strive to meet or exceed established Call Center performance metrics while delivering consistent, high-quality service.
• Identify opportunities to recommend products or services that best meet customer needs.
• Accurately document customer interactions, including details of inquiries, complaints, and actions taken.
• Participate in training and development opportunities to enhance job knowledge and skills.
• Escalate unresolved issues to designated departments for further investigation and resolution.
• Maintain flexibility in scheduling to ensure department coverage during core business hours.
• Responsible for onsite duties as assigned.
• Must be punctual and adhere to attendance standards.
• Adhere to all company policies and procedures.
• Other duties as assigned by management.

Education / Experience :

Knowledge / Skills / Abilities :

Company Benefits :

Alarm Detection Systems offers a comprehensive benefits package designed to support the health, well-being, and financial future of our employees :

Employer-paid Short-Term Disability

Compensation :

The starting pay range for the Call Center Associate is $20 - $22 per hour, based on knowledge, skills, education, and experience.

Licenses / Certifications :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment :

The work environment characteristics described here represent those an employee may encounter while performing this job's essential functions. Unless outlined in the remote work policy, this is an on-site position. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems, Inc. maintains a quiet, non-smoking office environment.

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