Customer Care Representative
3 days ago
Jacksonville
Job Description Customer Care Representative SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation! Job Summary: SafeTouch is looking for a Customer Care Representative to work onsite in our Jacksonville headquarters. This role acts as the face of SafeTouch Security, responsible for providing first-rate technical and administrative support to customers with professionalism and accuracy. Duties and Responsibilities: • Answer a daily average of 40 – 60 customer service inquiries in a call center setting related to billing, service issues, or any other questions related to the customers’ alarm system., • Troubleshoot and resolve issues for the customer, acting as a first line of support before service appointments are needed., • Schedule service appointments when troubleshooting does not resolve the issue., • Act as a liaison between customers and various departments., • Investigate customer accounts and events related to their accounts., • Answer all customer questions with professionalism, courtesy, and accuracy. Successfully resolve customer concerns and needs., • Control challenging customer situations as needed; escalate to the support team when other efforts have been exhausted., • Notate each call with appropriate documentation., • Promote and maintain a safe environment., • Perform additional duties as required to support business needs. Requirements: • High School diploma or equivalent required., • Minimum of one year of applicable experience in a call center or related environment., • Strong computer applications skills with MS-Office. Able to quickly learn other applications and technical information., • Exercise extreme caution with sensitive data., • Strong listening, time management, and critical thinking skills in a fast-paced environment., • Consistently maintain a positive attitude, professionalism, respectfulness and perseverance., • Excellent written and verbal communication skills., • Work with accuracy, able to multitask, and consistently maintain organization of all tasks., • Coachable – open and receptive to detailed and frequent performance feedback., • Work well both independently and in a team environment., • Act as the customer’s advocate, remaining calm and level-headed in high-stress situations., • Punctual and reliable., • Pass drug screening and background check requirements., • Bilingual is a plus. Physical Requirements: • Remain seated at a desk, stand, or move from place to place for extended periods., • Occasionally move light objects., • Observe details at close range., • Take notes, operate technology, and present information., • Read documents and presentations using electronic devices and hard copy materials while interacting with others., • Exchange accurate information in person, over the phone, in writing, and electronically., • Communicate clearly and articulately for presentations and interpersonal interactions so others will understand. Job Type: Full-time, non-exempt Work/Base Location: Corporate Core Work Hours/Availability: • Training will run 4–6 weeks, Monday through Friday from 8:00 AM to 4:00 PM., • Weekend and holiday availability required from 8 AM to 5 PM., • Role includes two consecutive days off. Pay Range: $18/hour Incentives: Yes Reports to: Director of Customer Care Benefits: • Competitive pay, • Comprehensive benefits package (medical, dental, vision), • 401(k) with match, • Paid time off and holidays, • Opportunities for professional development and growth SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. SafeTouch is a certified Minority Business Enterprise (MBE) by the National Minority Supplier Development Council (NMSDC) and the National Association of Investment Companies (NAIC).