Join our team as a Client Support Representative and be part of our exciting journey in the rapidly growing industry! We're looking for highly qualified, motivated, and ambitious individuals who are ready to take on new challenges.
ABOUT YOU:
- You’re fast-paced with a strong sense of urgency
- You thrive when you have multiple challenges on your plate
- You are detail and customer-oriented and focused
- You like helping people
- You enjoy working in a team environment
- You enjoy working in a professional environment
- You want to know what is expected of you and clarification on duties
- You are proactive in your daily tasks and can anticipate problems before they arise
- You enjoy being an expert in your role
- You are careful not to make mistakes
- You read people well, inspire, motivate, and understand their needs.
- You enjoy working with a customer base where service can be tailored to their needs.
If you see yourself in these words, we’d love to talk to you about our Client Support Representative role.
ABOUT US:
Our mission is to integrate high quality low voltage technology for Commercial properties. We provide timely and efficient service while building long-lasting relationships.
Our vision is to have a better quality of life while making a positive impact on our communities!
We value Safety – our #1 priority! We also value Security by integrating all our customer’s needs into one system, streamlining communication through one source. We value being a representative to our community with transparency and accountability and to always doing the right thing. We pride ourselves on building loyal relationships and are committed to inclusiveness while showing respect to everyone. We desire to create raving fans internally and externally!
ROLE AND RESPONSIBILITIES:
Responsible for assisting Client Support Manager with daily tasks while coordinating with other team members. Conducts daily operational activities while supporting customer needs and field team needs.
- Customer Inquiries:
- Respond to customer inquiries via phone and email promptly, efficiently, and professionally.
- Provide accurate information about products, services, and company standards
- Utilize Troubleshooting Checklist Guides to assist customers with their system issues and narrow the troubleshooting assessments for outbound and remote services that need to be scheduled with a technician.
- Escalate higher level troubleshooting issues to the proper team member.
- Follow Company Communication Statement: RCF (Reach out first, communicate throughout the process, and follow up to ensure satisfaction).
- Scheduling Jobs:
- Coordinate and schedule jobs for the field team based on customer requests and availability.
- Ensure efficient job scheduling to maximize productivity and customer satisfaction by utilizing the CRM system.
- Documenting Work:
- Accurately document all customer interactions, job details, and service requests in the CRM system.
- Maintain organized and up-to-date records for all customer activities.
- Data entry for jobs in CRM, entering alarm user information, zone information, scheduling, other important notes, and data as assigned using various company software
- Generate reports for project and service documentation with clear communication.
- Alarm System Management:
- Assist with managing and troubleshooting alarm systems for customers.
- Coordinate with technical teams to resolve any system issues.
- Track, document, and monitor open/close alarm reports, daily – follow up with customers based on abnormal alarm reporting
- Perform audits for alarm panel information and central station information.
- Report and enter accurate customer account details into the central station website and compass downloader software.
- Shipping and Receiving Equipment:
- Handle the shipping and receiving of equipment, ensuring accurate inventory management.
- Inspect and document incoming and outgoing shipments for quality and accuracy.
- Superior Client Support:
- Provide superior customer service by addressing customer needs and resolving issues promptly and efficiently.
- Maintain a positive and professional demeanor in all customer interactions.
- Act as a positive representative for the company.
- Ordering Equipment and Staging Field Team:
- Order necessary equipment and supplies for field team operations.
- Assist with staging and preparing equipment for field team deployment.
- Managing Support Email:
- Monitor and manage the support email inbox, ensuring timely responses to customer inquiries.
- Escalate complex issues to the appropriate departments as needed.
- Escalate unfinished service to determine further actions to complete unfinished work.
- Maintain organization and prioritize email requests.
- Collaboration and Team Support
- Provide support and coordination to field team, leadership team, and collaborating with other departments.
- Cross-train in various functions for administrative duties.
- Utilizes various communication methods to ensure accurate clarification and verification when supplying information and receiving information.
- Follow directions and abides by company policies, standard practices, and procedures.
- Take initiative and lead by example.
- Memorize and commit to the Company Vision Statement, Mission Statement, Values, and obtaining goals.
- Ability to multi task and complete assigned tasks and special projects within set timelines.
- Knowledge of company codes and standards.
- Knowledge and understanding of construction and safety standards.
- Adhere to all federal, state, local and company rules and regulations.
- Follow all safety standards and guidelines
Qualifications and Education Requirements
- Minimum of High School Diploma or equivalent; associate degree or higher preferred.
- Proven experience in a customer service role, preferably in a technical or service-oriented industry.
- Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook), Adobe Acrobat, personal computers and smart devices.
- Proven record of excellent communication skills, both written and verbal.
- Proven strong organizational and multitasking abilities.
- Ability to work independently and as part of a team.
- Ability to read, write and speak English proficiently.
- Ability to communicate via phone, computer, in-person.
- Technical aptitude and willingness to learn about alarm systems and other related equipment.
- Attention to detail and commitment to accuracy.
- Experience in the Security Industry or construction trade preferred.
- Must meet company minimum driving standards.
- Must be able to lift up to 50 pounds and move up to 75 pounds, frequent lifting of equipment and supplies is required.
- Must have full availability with no schedule restrictions, standard business hours with occasional overtime based on workload and customer needs.
- Must pass a background check.
- Must be able to pass a drug screening.
- Must be able to work in an office environment located on company premises.
- Self-motivated and represents a professional image that is approachable.
- Willing to learn and grow with the company.
- Certifications with Manufacturers in the security industry is a plus.
WORK HOURS:
· Full time position Monday through Friday from 7:30am to 3:30pm
PAY, BENEFITS & PERKS:
· Hourly position and rate are based on experience
· Bi-weekly, direct deposit every other Friday
Medical, Dental, Life and Voluntary Accidental Insurance
Matching 401k plan – 100% match up to 4% to eligible full-time employees
· 125 Health plan - adds more to your pocketbook
· 40 hours paid vacation after one year
80 hours paid vacation after three years
· Six Paid Holidays
· Arizona Sick Pay benefits
· Company parties throughout the year and fun themes
· Team building events
· Mileage reimbursement
· Employee recognition program (voted by peers) with bonus incentives
LOCATION:
· Shop is in Peoria with quick access to the 101
OTHER REQUIREMENTS:
· Valid Arizona Driver's License and Reliable Source of Transportation
· Pass a background check
· Pass a drug test
· Professional attire and follow company uniform policy
Practice safe, social-distancing, wear a mask where and when required – Safety is our #1 priority!
If Langston Security sounds like a fit for you and you want a place to call home and not just a place you have to go every day, then .........
WHAT'S NEXT?
At Langston Security & Integration, LLC we are intent on setting people up for success, by matching a person’s strengths and talents with the right job. When that happens, it’s a win for our people and our organization!
As part of our efforts to do that, we ask candidates to complete two assessments: The Predictive Index Behavioral and Cognitive Assessments.
The assessments take about 6 - 20 minutes in total to complete, and reveal a person’s natural, hard-wired strengths and learning style and from that, more about which roles in our organization would be the best fit for you.
These assessments do not provide a yes or no answer to any candidate and are merely one part of our process of getting to know candidates better.
Click on the link below to take the assessments.
To progress further in the interview process you must complete both the behavioral and Cognitive assessments.
SUBMIT YOUR RESUME Qualified candidates can expect a call or email to have a telephone questionnaire scheduled.
Thank you for your interest and we are looking forward to meeting our future candidates!
Job Type: Full-time
Salary: $22.00 - $26.00 per hour