Customer Experience Agent

Customer Experience Agent

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.

The Customer Experience Agent will interact with the company's customers by addressing inquiries and resolving complaints. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone or email. The position is also directly responsible for product inquiries, appointment scheduling, and verification, providing support to our branches and field partners, and customers, as well as customer conflict resolution and escalation. The position takes ownership of customer issues and provides complete end-to-end issue resolution by utilizing the resources available.

Essential Duties & Responsibilities :

Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.

Collects and enters orders for new or additional products or services.

Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.

Ensures that appropriate actions are taken to resolve customers problems and concerns.

Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

Security background is a plus.

Skilled in scheduling and coordination.

Perform other duties assigned by management.

Education / Qualification :

High school diploma or equivalent.

Customer service experience required.

Excellent communication skills including active listening.

Service-oriented and able to resolve customer grievances.

Proficient computer skills with the ability to learn new software.

Other Duties :

Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.

Performs other duties as assigned.

Physical Requirements :

Prolonged periods sitting at a desk and working on a computer.

Benefits and Perks : Excellent pay

Medical, dental, vision

Company paid life insurance

Company paid short-term disability

401K with employer match

Paid vacation and company holidays

Training and Career Development

Company vehicle (if job applicable)

Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees

Pye-Barker Fire and Safety is an Equal Opportunity Employer