Customer Service Representative

Job Description

Job Description

Customer Service Representative

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of its success.

Join our team and become part of a culture dedicated to excellence and innovation.

Position Summary :

SafeTouch is looking for a Customer Service Representative to work onsite in our Jacksonville headquarters. This position acts as the face of SafeTouch Security, responsible for providing first-rate technical and administrative support to customers with professionalism and accuracy.

Duties and Responsibilities :

• Answer an average of 40 60 customer service inquiries a day in a call center setting related to billing, service issues, or any other questions related to the customers’ alarm system.
• Troubleshoot and resolve issues for the customer, acting as a first line of support before service appointments are needed.
• Schedule service appointments when troubleshooting does not resolve the issue.
• Act as a liaison between customers and various departments.
• Investigate customer accounts and events related to their accounts.
• Answer all customer questions with professionalism, courtesy and accuracy. Successfully resolve customer concerns and needs.
• Control challenging customer situations as needed; escalate to support team when other efforts have been exhausted.
• Notate each call with appropriate documentation.
• Perform special projects and other duties as assigned.

Requirements :

• High School diploma or equivalent required.
• Minimum of one year of applicable experience in a call center or related environment.
• Strong computer applications skills with MS-Office. Able to quickly learn other applications and technical information.
• Exercise extreme caution with sensitive data.
• Strong listening, time management, and critical thinking skills in a fast-paced environment.
• Consistently maintain a positive attitude, professionalism, respectfulness and perseverance.
• Excellent written and verbal communication skills.
• Work with accuracy, able to multitask, and consistently maintain organization of all tasks.
• Coachable open and receptive to detailed and frequent performance feedback.
• Work well both independently and in a team environment.
• Act as the customer’s advocate, remaining calm and level-headed in high stress situations.
• Punctual and reliable.
• Pass drug screening and background check requirements.

Physical Requirements :

Must be able to lift 15 pounds occasionally. Prolonged periods of sitting at a desk and working on a computer.

Training Hours : 8 am 4 pm Monday Friday (approximately 10 weeks)

Work hours : Afternoon shift either 1 pm 10 pm or 3 pm 12 am. Also open to overnight shifts or four 10-hour workdays from 1 pm 12 am.

Must be available to work weekends and holidays as assigned. Days off will vary based upon scheduling for business needs.

Location : Onsite at our Jacksonville Headquarters

Job type : Full-time, non-exempt

Pay rate : $18 / hour

Benefits :

• Competitive pay (plus incentives)
• Comprehensive benefits package (medical, dental, vision)
• Paid time off and holidays
• Opportunities for professional development and career growth

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.