CUSTOMER SUCCESS ASSOCIATE

Job Description

Job Description

Customer Success Associate

Company Overview : Pro-Vigil, Inc. is the largest and fastest-growing provider of remote surveillance services with a nationwide client base. No other monitoring and live surveillance company deters crime in as little as 18 seconds. That’s faster than the speed of crime. We prevent crime in 97% of all instances, and we view over 1 million events per day, making us the most reliable live monitoring and surveillance company. It’s not just our surveillance that’s fast, our US based customer support team is available 24 / 7 to assist our customers.

Job Overview : The Customer Success Associate will be responsible for handling questions, comments and complaints regarding Pro-Vigil products and services. Will assist customers, via telephone, email, or tickets, with the ultimate goal of providing a positive customer experience and to enhance the relationship between Pro-Vigil and our customers.

Work Schedule : M-F 8a-5p and or 9a-6p

Pay Rate : $15.00 per hour

Main Responsibilities :

Create and maintain customer relationships by listening and understanding the customers’ needs and providing resolutions through first call resolution, troubleshooting, or escalating customer issues

Assist customers via inbound calls, emails, and tickets

Perform follow-up outbound calls when first call resolution was not attained

Ensure customer satisfaction by responding to customer inquiries and concerns in a courteous and timely manner.

Develop deep knowledge of Pro-Vigil systems and technology

Responsibilities may include Knowledge Center and Standard Operating Procedures documentation

Document all customer interactions and other information as required

Other duties as assigned.

Job Requirements / Preferences :

HS Diploma / GED required

1 year of customer service / support experience preferred

Previous call center, customer service or support or banking or retail experience preferred

Basic computer skills

Great communication and interpersonal skills

Great customer service skills such as de-escalating customers and proper email response etiquette preferred

Ability to multitask and be detailed oriented

Exhibits the ability to prioritize tasks and complete them

Stable work history

Ability to successfully pass background check and drug screen is required

Pro-Vigil, Inc. is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All applicants will be considered solely on the basis of their qualifications.

M-F 8a-5p and or 9a-6p