Scheduling/Customer Care Agent

About the role

Phoenix Systems is seeking a full-time professional to join their team in a multifaceted role. The ideal candidate is a "jack-of-all-trades" who thrives in a fast-paced environment and enjoys balancing technical support, logistics coordination, and sales growth.

Responsibilities

• Handle high-volume inquiries via phone and email to resolve basic security or audio/video malfunctions.
• Manage incoming leads and referrals to convert inquiries into scheduled activations.
• Identify and pursue opportunities during customer interactions to promote relevant products and services.
• Cook up logistics and scheduling by coordinating local and remote technicians for builder accounts, installations, and service appointments.
• Administrate administrative oversight by processing final paperwork for monitoring and installs, handling customer payments, and generating weekly sales reports.
• Maintain accurate sales databases, update client profiles, and manage digital service agreements.
• Analyze floor plans and work orders to ensure all items are correctly installed.
• Aid with permitting by assisting with pulling permits and scheduling inspections as needed.
• Perform other duties as assigned.

Qualifications

• 1–2 years of customer service experience; 1+ years of sales experience is required.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Excellent computer proficiency (MS Office – Word, Excel, and Outlook).
• Ability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within standard accepted practices.
• Must be able to clear a background check and drug screening.
• High school diploma or GED required.
• Associate degree preferred.

Preferred Skills/Abilities

• High degree of initiative.
• Security sales, home building industry, or low voltage experience.
• 2+ years in call center or service/technician scheduling environments.
• Technical aptitude, problem solving skills.
• Ability to review floor plans.
• Persuasion, negotiation, and closing skills.

Physical Requirements

• Safety and successful performance of essential job functions consistent with the ADA, FMLA and other federal, state and local standards.
• Regularly required to stand, sit, talk, listen, and use hands and fingers to operate a computer and telephone.
• Sit at a computer terminal for an extended period of time.

Work Environment

• Moderate noise (i.e. business office with computers, phone, printers, and light traffic)
• Office Setting

Benefits

• Paid Time Off Program - Start accruing PTO your first week!
• Eight Paid Company Designated Holidays
• 401(k) w/company match
• Health, Dental and Vision Insurance options that start the 1st of the month after 60 days of employment
• Short Term Disability Options
• Long Term Disability Options
• Employee Assistance Program
• Life Insurance Options
• Employee Discount
• Free Alarm Monitoring
• Monday - Friday daytime work schedule (no nights or required weekends)
• Positive work culture with opportunities for advancement and growth

Salary Description

Starting between $21.00 to $25.00/hour