Pass - Client Support Specialist

About The Company:

PASS Security is a locally owned business that installs and services electronic security systems for commercial and residential customers, specializing in intrusion, access control, and video security systems. PASS Security’s reputation is built upon trust and service excellence. PASS Security takes pride in its work to ensure that its products, designs, installations, and services exceed customer expectations.

About the Role:

Do you enjoy a good challenge or using your problem-solving skills? If the answer is yes, then this is the job for you! This department not only assists the company’s client base, but also works with every department ensuring the best customer experience possible. We currently assist through inbound/outbound calling, incoming/outgoing email, and in person on rare occasions.

What PASS Client Support is About:

The PASS Client Support Department believes in creating a positive, fun, and exciting work environment. We are a small energetic close-knit team that believes that an office job doesn’t have to be boring and monotonous to get the work done. Management believes in empowering the team members to be independent free thinking problem solvers that can be the hero to every customer.

The position’s number one priority is creating and maintaining strong professional relationships with our customers. We do this by understanding each individual customer’s specific needs, and then effectively handling the customer’s requests in a timely yet effective manner. This ensures customer satisfaction and retention.

Advantages Working for PASS Client Support:

• Impacting Your Community: PASS Security protects people’s homes, businesses, and properties. You can leave work knowing that your work contributed to keeping your community safe.
• Transferable Skills- We not only can provide industry specific skills but also skills that are transferable to a multitude of fields. Whether you find your interests to be on the technical side or the administrative side, PASS can take you where you want to go.
• Experience in a highly competitive industry- PASS can give you both training and experience in a lucrative industry always looking for amazing talent.
• You Matter: PASS Security is a small to mid-size company that makes their employees a priority. Not only does the manager of the department believe this, but the owners of the company. No one is just a number! Management believes in developing strong professional relationships with everyone. Enjoy team lunches and special work sponsored outings. Be celebrated not only on your birthday but also your work anniversary. Sick child? You have the option to work from home if you don’t want to take time off. PASS sees you as the unique individual you are.

A Client Support Associate’s workday may include:

• Collaborate with fellow team members, field technicians, and dispatch department to ensure security systems functioning smoothly 24/7, identifying trending issues, and escalating issues for timely resolution.
• Create, schedule, and maintain service tickets for field technicians.
• Process customer requests for sales, renewals, resigns, upgrades, and reactivations by phone and email.
• Collaborate with all teams to help prevent and lower service costs.
• Answer customer questions regarding products, services, and or account by phone and email.
• Work both proactively and reactively to maintain customer retention and prevent account cancellations.
• Special projects assigned as needed.
• Remotely program customers’ intrusion, CCTV, and access control systems.
• Team Meeting or one on one meeting with department manager and/or department technical specialist developing and honing your skills.
• Assist field technicians remotely by completing both administrative and technical tasks.
• Effectively question and troubleshoot customer inquiries both technically and administratively to a satisfactory resolution.
• Perform administrative actions to assist customer’s inquiries, account changes, and updates.
• Thoroughly update and maintain account information for continuity and quality control.

Minimum Requirements:

• Applicant must be at least 18 years of age.
• Excellent verbal and written communication skills.
• Applicant must pass a drug test.
• Previous work experience in service and installation environment strongly preferred.
• Applicant must be eligible to obtain an Illinois PERC Card, which is a requirement for all security industry personnel.
• 3+ years’ previous successful experience in a customer service role, interacting with customers via telephone and email preferred.
• Strong work ethic and ability to apply security and confidentiality measures.
• Ability to learn new technologies for the scope of the position.
• Quick learning with a positive, cooperative, and accommodating nature.

Work Schedule:

• Hybrid Remote/In-Office Available: 2 days remote, 3 days in-office after completion of training.
• Full Time, 40 hours per week
• Monday through Friday, 8:00 a.m. to 4:30 p.m.

Work Location:

PASS Security Office

15 Executive Drive, Suite 6, Fairview Heights, IL 62208

Relocation is not available for this position.

Compensation and Benefits:

$19-22 per hour, commensurate with experience, nonexempt.

• Corporate Discounts
• Health, Vision, and Dental Insurance, HRA, and FSA
• Monthly Performance Bonuses
• Life & Disability Insurance
• Merit-Based Pay Increases
• Paid Time Off and Paid Holidays
• 401(k) Retirement Plan with Employer Match
• Paid Training and Continuing Education