American Alarm and Communications is a family owned company, in business since 1971 and growing steadily. We take our mission seriously and we foster a supportive, family-like atmosphere to help our employees succeed. We are currently seeking a Customer Care Representative in our Arlington, Massachusetts location as follows:

Summary of duties and responsibilities

Duties include but are not limited to the following: to assure customer satisfaction by striving for the goal of responding to as many customer telephone inquiries as possible without transferring them to another person and representing the company’s products and services in a clear and positive manner to customers in accordance with American Alarm’s policy. Member must be able to work well with others while pursuing team goals for productivity and innovation.

Primary Responsibilities:
Handle incoming telephone inquiries, continuously improving one’s ability to offer customer immediate, accurate responses and resolutions thereby minimizing transferring of calls and putting customers on hold.

Respond to customer inquiries and needs, as received by telephone, fax, email or in-person.

Continuously cross-train and develop improved ability to fulfill customer requests of multiple types and build your skills in performing customer service functions in Central Station, Service Scheduling, and Accounting, including, but not limited to, putting systems “on-test”, changing emergency notification call lists, processing credit card payments, scheduling service calls, helping solve false alarm problems, and more.· Follow through consistently on promises to customers.

Make outbound customer calls when necessary and as directed, support sales and operations staff with customer-related fulfillment requests.

Other Responsibilities:
Must communicate effectively with customers and company staff, be well organized and detail oriented, develop and maintain good relationships with customers.

Maintain confidential information related to customer transactions, including pricing, problems with equipment, etc.

Enthusiastically support the company’s efforts to measure service level quality.

Document frequently asked questions and “best practice” responses for implementation in developing a company procedure manual with other team members. Procedure manual will aid in the training new and existing team members.

Experience:
Position requires a versatile, enthusiastic and team-oriented individual with strong organizational, interpersonal, and communication skills. Individual must have a proven track record of taking initiative and handling numerous priorities at once while maintaining accuracy and attention to detail.

Touch-typing, headset must be worn while performing functions of this position, customer service, or call center experience is a plus.

Education:
Desirable education requirements: College Degree or equivalent work experience. Candidate should be highly proficient with software applications such as Microsoft Outlook, Excel, and Word. Prior experience at American Alarm with proven record of high productivity, quality, and attendance is preferred.

Americans With Disabilities Act

American Alarm & Communications, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring,promotions and/or advancement opportunities, termination, compensation,training and any other conditions or privileges of employment.

Job Type: Full-time

Experience:
Customer Care: 1 year (Preferred)

Work Location:
One location

Benefits:
Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Work environment:
Call center

Application questions

You have requested that Indeed ask candidates the following questions:

How many years of Customer Care experience do you have?

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