Customer Experience Representative in Earth City, MO at Interface Security Systems

Date Posted: 8/23/2021

Job Snapshot

Job Description

Interface Security Systems is seeking an experienced Customer Experience Representative.

SUMMARY

The Customer Experience Representative will work with Interface customers, both internal and external. This role truly makes a difference at the front line of our operation, often serving as the central point of contact, ensuring that we exceed our customer’s expectations and maximize customer retention.  We are looking for a high-energy and customer-focused candidate to add to our successful team!

ESSENTIAL JOB FUNCTIONS:

The most important facet of the Customer Experience Representative role is customer retention!  We want our customers to trust in us and rest assured they are spending their security dollars in the very best way!

The Customer Experience Representative is responsible for working with branch associates, field customer service representatives, and all operation teams to help ensure that our customer's security needs are satisfied.  

Some responsibilities include:

  • Analyze and process account adjustment documents including but not limited to: cancellations, rate reductions, credit/debit memos, check requests, scanning, document management tracking, routing and distribution, and record-keeping
  • Quickly and effectively work cases detailing corrections/changes that need to be made
  • Collaborate with other departments to ensure accurate information is being recorded
  • Create and run mail merge documents
  • Reception backup - Greet clients, answer and appropriately direct incoming calls, and assist daily office operations
  • Quality control of the managed process
  • Handle inbound and outbound calls, live chats, electronic and written requests from customers in a fast-paced environment.
  • Evaluate all relevant information to handle inquiries accurately and efficiently.
  • Utilize good judgment and understanding of processes and procedures to effectively make decisions to resolve customer issues.
  • Respond quickly to customer inquiries through active listening, always displaying empathy and professionalism.
  • Track and document all communications with customers, in company systems, to provide a detailed history of contact.
  • Collaborate with other departments to ensure customer needs are being met and exceeded.
  • Configure and completes sales orders.
  • All other duties as assigned.

Job Requirements



QUALIFICATIONS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS and ABILITIES 

  • Excellent communication and phone skills.
  • Excellent customer service skills with a proven record of resolving customer concerns.
  • Highly motivated, organized, and driven to resolve customer concerns with urgency.
  • Proficient in Word and Excel. Smartsheet experience is highly desirable.
  • Knowledgeable of services and terminology across the physical security industry.
  • Capable of working a variety of high-priority tasks to completion with minimal supervision.
  • The ability and drive to present a positive attitude and provide excellent service to our customers. 

Working Conditions:

Office setting. Sitting or standing at a workstation with a computer keyboard, multiple monitors, and desk phone. The company dress code is business casual. 

Position type and expected hours of work:

This position is required to work at the company's home office during the company's general business hours assigned, Monday-Friday. Break periods and a lunch period are provided. This position may be required to perform work duties in addition to the above business hours, depending on workload and deadlines.

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.

While performing the duties of this job, the employee is regularly required to sit in an office environment.  The employee is frequently required to talk or hear to interact with employees/job seekers.  The employee is constantly required to use the telephone.  The employee will constantly use a personal computer, keyboard, and view multiple monitors. The employee is occasionally required to stand, walk, bend, kneel, and reach. The employee may be required to lift objects up to 20 pounds which may include company materials, files, and small equipment.  Specific vision abilities by this job include close vision, depth perception, and the ability to adjust focus in order to view reports, computer screens, forms, and documents.  

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed indoors in a fluorescent-lit workspace at the employer’s office with minimal exposure to noise and adverse environmental issues. 

Interface Security Systems is a leading managed services provider delivering managed network, asset protection, and business intelligence solutions to distributed enterprises. We streamline operations, improve security, reduce IT costs, and enhance the customer experience, maximizing ROI for the nation’s most successful brands.

At Interface, we are passionate about connecting and protecting what matters most to businesses ... their people, their assets, and their brand. We thrive on empowering distributed enterprises with solutions that help simplify complex challenges. We deliver nothing less than complete customer satisfaction through innovative and adaptive technology, customized services, and relentless customer support. What enables us to be truly exceptional are our people and a culture where teamwork, respect, and an innovative spirit thrive.

So, come and join our winning team and maximize your potential and achieve your professional development goals.

Equal Employment Opportunity Policy:

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.  

DISCLAIMER:

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.