Remote Customer Support Representative

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Job Title: Remote Customer Support Representative (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $1,200 - 1,500 USD/month depending on experience

Schedule: Monday to Friday, 8:30am -5:30pm CST

Benefit: US holidays off + performance bonuses

Job Overview:

Our client is a leading provider of security and fire alarm systems with over 30 years of industry experience. They are seeking a Customer Support Representative. This role serves as the primary point of contact for customers, fielding inquiries, addressing concerns, and ensuring overall customer satisfaction. The ideal candidate will be the face of the company, providing exceptional service and support.

The Customer Success Representative (CSR) plays a critical role in delivering an exceptional customer experience. This position requires a proactive approach to resolving customer inquiries and overseeing system communications with accuracy and efficiency. Incredibly strong communication skills, a customer-centric approach, and a commitment to fostering a positive customer experience are essential. A strong customer-first mindset and meticulous attention to detail ensure that every interaction enhances the customer’s trust and satisfaction.

Responsibilities:

• System Communication & Signal Report Management
• Receive, review, and validate monitoring station trouble signal reports, including failed timer tests, low battery alerts, trouble signals, burglar alarms, and other irregular signals.
• Conduct thorough research on failed timer test signals to ensure accuracy and resolve mismatches or incorrect DNIS numbers.
• Generate cases for all timer test failures and initiate structured customer communication sequences.
• Use Salesforce to execute automated communication sequences for all irregular signals, ensuring timely and accurate outreach.
• Monitor inbound responses to communication sequences, promptly assigning cases to the appropriate team members for resolution.
• Customer Case Management
• Act as the primary point of contact for customer inquiries received via phone, chat, email, and employee referrals.
• Accurately document all customer interactions within Salesforce, maintaining comprehensive and organized case records.
• Triage requests, assign appropriate responsibility, and drive case progression with urgency and accuracy.
• Provide timely updates to customers every 24 hours, ensuring transparency and clear communication throughout issue resolution.
• Collaborate with internal teams to guarantee efficient problem-solving and adherence to service standards.
• Proactively encourage and collect positive customer feedback through Google reviews.
• Documentation & Process Improvement
• Maintain meticulous records of failed timer tests and all customer interactions within Salesforce.
• Update and refine Salesforce contacts to ensure accuracy and accessibility of customer data.
• Identify and recommend process enhancements to improve efficiency, reduce errors, and elevate the customer experience.
• Backup Responsibilities
• Provide backup support to the Central Station Coordinator for activations, audits, account changes, and system test requests.

Qualifications, Skills and Key Competencies:

• Previous experience working in customer service
• Fluent English with the ability to problem solve in the English language
• Patient with customers
• Attention to detail, ensuring customer requests never get missed
• Willingness to learn more about the company and expand in the role

Success Statement

• Success in this role is defined by a commitment to customer-centric service, precise case management, and proactive problem-solving. The CSR ensures a seamless
• customer experience by minimizing reported system issues, maintaining clear and consistent communication, and resolving inquiries efficiently.

Key Performance Indicators (KPIs)

• 100% initiation of customer communication cadences based on activity signal reports.
• 30-minute response time to customer emails.
• 100% daily completion of Salesforce cadence tasks.
• No more than one escalation per day.
• Fewer than five missed calls daily, with a 30-minute callback response.
• Performance Tracking & Development

Daily Reporting:

• Percentage of customer cadence activation.
• Percentage of daily tasks completed.
• Number of cases opened and closed.
• Significant successes and challenges.

Weekly 1:1 Meetings:

• Discuss role challenges, training needs, and professional development.
• Assess workload balance and overall efficiency.
• Identify and implement process improvement opportunities.
• This role is crucial to fostering strong customer relationships, enhancing service quality, and ensuring efficient case resolution through diligence, accuracy, and an unwavering focus on customer success