Customer Care Rep Jobs

About Us

Alert Holdings Group LLC has built a reputation as a full-service life and safety provider of the highest quality products and services since 1962. With offices on Oahu, Maui, Big Island and Kauai we are able to provide standardized services statewide for life and safety systems like none other. We protect nearly 33,000 residential and commercial customers.

Role Overview

The Customer Care Representative serves customers by answering all incoming calls from the main line during business hours, resolving problems by clarifying issues; fulfilling requests; maintaining database. They are cross-trained on all department functions to assist others when needed. This position is expected to suggest alternative plans or solutions to operational problems and must be able to make independent decisions and deal with confidential information.

Key Responsibilities

• Receive incoming phone calls to place accounts into no response, or “in test”.
• Process payments when customer calls to pay an Invoice, update credit card/checking account information, answer customer’s billing questions/concerns.
• Resolve customer complaints via phone, email or mail.
• Create service tickets for issues not able to be resolved over the phone.
• Resolve service problem by clarifying the customers complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Assist customers who are seeking to cancel, who are looking to move, or who want to transfer their system to another individual.
• Resell the value of our products and services to customer by aligning product features with our customer’s needs.
• Walk customers through troubleshooting technical issues.
• Open customer accounts by recoding information, maintain customer records by updating account information.
• Reviews customer profile and identifies customer needs, informs and recommends appropriate services; Resigns / Relocates / Upgrade / New Service.

Requirements and Qualifications

Education

• High School Diploma or General Education Degree (GED)

Experience

• Knowledge of and proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and internet
• Knowledge of various alarm panels and signal formats
• Proficiency in both Accounts Creation & Testing
• Experience in customer service and/or sales in preferred but not required
• 2 years in a Customer Service occupation, Prior data entry skills (type 30wpm), 10-key experience, and telephone work experience preferred
• Knowledge of the company and how to utilize all company resources

Additional Qualifications

• Strong listening, written and verbal communications skills
• Perform in a fast-paced and high expectation call center environment
• Excellent time management, planning and forward-thinking skills
• Ability to multi-task, prioritize, and manage time effectively
• Excellent teambuilding, customer service, and interpersonal skills
• Must possess good decision-making skills, be very organized and detail oriented
• Self-motivated and a professional attitude

Work Requirements

• Normal office environment.
• The noise level in the work environment is usually moderate.