Customer Experience Associate - Call Center

About the role

At Vector Security, we think big, do the right thing, and make a difference every day. If this aligns with your values, we invite you to join our Shared Services team as a Customer Experience Associate!

Responsibilities

• Handle customer interactions across multiple channels including phone, chat, email, text, and social media.
• Provide positive customer experiences while adhering to quality standards and real-time first call resolution.
• Accurately document all customer interactions into the business application.
• Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues.
• Discuss our referral program and new products and offerings with our customers.
• Increase service level by achieving individual call metrics which are reviewed on an ongoing basis.

Requirements

• High School Diploma or equivalent.
• One year of relevant customer service experience in an omnichannel or multichannel call center environment.
• Strong verbal and written communication skills to effectively handle inquiries and resolve issues.
• Demonstrate empathy and patience, especially when dealing with irate or frustrated customers.
• Use customer data to personalize interactions, ensuring customers feel valued and understood.
• Provide consistent service quality across all channels, maintaining the same level of professionalism and support.
• Excellent spelling/grammar.
• Quick Resolution: Efficiently resolve customer issues by leveraging available tools and resources.
• Escalation Management: Know when and how to escalate issues to higher-level support if necessary.
• Able to meet all customer deadlines (both internal and external).

Qualifications

• Familiarity with Customer Relationship Management (CRM) systems to track and manage customer interactions.
• Ability to use a unified agent desktop that integrates all communication channels and customer data.
• Able to obtain and maintain state licenses and technical certification as needed to access customer accounts.
• Complete and pass ADC training in first 90 days.
• Able to work from home (Vector-provided equipment) without distraction.

Skills

• CRM Proficiency: Familiarity with Customer Relationship Management (CRM) systems to track and manage customer interactions.
• Unified Desktop Use: Ability to use a unified agent desktop that integrates all communication channels and customer data.

Benefits

We offer a “Total Rewards” package including:

• Competitive compensation with incentive eligibility.
• Medical, dental, and vision coverage.
• HSA/FSA programs.
• Company-paid life and AD&D insurance.
• Short- and long-term disability.
• Voluntary benefit products.
• 401(k) retirement savings plan after just 60 days.
• 7 Company Holidays, plus 2 Floating holidays of your choice.
• Paid Time Off.
• Tuition reimbursement.
• Employee Assistance Program (EAP).

Pay

Compensation details are not specified in the job posting.

Schedule

The job location is Remote/Work from Home - US/USA.