Customer Care & Scheduling Positions | In Office - Not Remote

This role is an in office position in our Customer Care or Scheduling department. The role is responsible for scheduling installation appointments, talking with customers or end users and maintaining the schedule of the field technicians to ensure all assigned projects are completed timely.

Essential Duties and Responsibilities:

• Answer customer and employee inquiries
• Develop and maintain a knowledge base of the evolving products and services
• Document and update records in Maxaware, other systems and shared drives when needed
• Creates data tables that supports positive or negative feedback
• Complete learning path for each office operational department
• Intermediate knowledge, based on job descriptions, of all office operational departments
• Coverage for all operational department vacations
• Perform other duties as assigned

Scheduling:

• Create floor plans for low voltage installation
• Audit floor plan work orders with purchase orders to ensure all installed items are being invoiced
• Providing customer service to builder clients with progress updates
• Send confirmations for job readiness
• Check pictures and work orders for completeness and quality

Customer Care:

• Coordinate and schedule local and remote technicians for customer service appointments
• Provide support and assistance to customers and field technicians on job sites
• Handle incoming customer calls to analyze and resolve basic security system and/or audio/video malfunctions

Qualifications and Education Requirements:

• Minimum 2 years experience in customer service, sales or other related field
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Excellent telephone and computer proficiency (Office 365 – Word, Excel, and Outlook)
• Must be able 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

Other Preferred Skills/Abilities:

• Home building industry experience preferred
• Prior low voltage experience preferred
• High degree of initiative
• Self-motivated and driven
• Persuasion, negotiation, and closing skills

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, listen, and use hands and fingers to operate a computer and telephone.
• Ability to 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 weekends)
• Positive work culture with opportunities for advancement and growth