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Tier I Technical Support Call Center CSR at Vector Security, Inc. in Wilkes Barre, Pennsylvania

Posted in Admin - Clerical 30+ days ago.

Type: Full-Time





Job Description:

Vector Security is seeking dependable individuals with diverse backgrounds and experiences who want to be a member of our Troubleshooting Team in our North Customer Call Center in Wilkes Barre, PA. If you also have excellent communication skills, above average computer skills, and the ability to maintain professionalism at all times, this may be a great role for you! 

Successful candidates shall innately understand the needs of the residential and commercial security industry consumer and will be able to communicate their personal approach to a successful customer experience. This approach requires demonstrated patience, empathy, sound judgement, and balanced decision-making skills. The successful candidate shall contribute a positive, energetic, and organized approach to their role within this highly functioning technical team.  

 Along with competitive compensation and career advancement opportunities, we offer a comprehensive “Total Rewards” package. Qualifying employees receive:


  • Medical, dental, and vision coverage

  • Company paid life and AD&D insurance

  • Company paid short- and long-term disability

  • Voluntary benefit products

  • 401k retirement savings plan after just 60 days

  • Paid time off for vacation, sick and floating holidays

  • Tuition reimbursement

  • Employee Assistance Program (EAP)

After completion of paid training your responsibilities will include:


  • Serve as the primary contact, via incoming calls, between the customer and the company, including various business partners, providing real-time first encounter service, as well as post-installation technical support by covering a range of topics.  

  • Demonstrate a highly professional demeanor while providing exceptional service to our customers via phone and email.

  • Troubleshoot and resolve customer issues and complaints with the utmost care and respect by listening to their problems and negotiating a satisfactory resolution.

  • Follow Customer Contact Center Best Practices and SOPs to ensure consistent customer experiences, always doing the right thing for both our customers and our business.

  • Serve as a liaison between the customer and various internal business partners regarding service, sales, and programming among others.

  • Schedule service appointments utilizing software for selecting appropriate technician and documenting any travel required.

  • Provide customer feedback to management to continuously improve the customer/end user experience

  • Obtain referrals to assist in company growth.

Required Skills and/or Knowledge:


  • Exemplary communication skills, including professional and friendly telephone etiquette, a strong vocabulary, technical aptitude, and outstanding written communication and proofreading skills.

  • Demonstrated computer proficiency (minimum typing of 35 wpm) including email, web applications, and contact management software.

  • Strong leadership skills both independently and in a TEAM.

  • Highly organized with demonstrated attention to detail while also displaying a sense of urgency.

  • Knowledge of security/alarm systems and life safety devices, as well as prior call center experience will be an advantage

Why Join Us? 

Consumer Affairs continues to report us as the Best Rated Home Security System Company.  We're also a two-time winner of Dealer of the Year from SDM Magazine, two-time winner of the Police Dispatch Quality (PDQ) Award, and multi-year winner of the Central Station Operator of the Year Award from The Monitoring Association. Top 5 largest security company.

Sure, we’ve got the hardware and the recognition, but the real reason to join Vector Security is our people. People who are passionate about the work they do. Energetic people who innovate, who take on new challenges. People, perhaps, like you.

We’re excited – so when we find good people, we hold on to them … through performance incentives, career advancement opportunities, internal promotion, and continuing education.

So, whether you’re a proven leader in your discipline or looking for new challenges, Vector Security may have the right opportunity for you. We seek driven, proactive, talented individuals who are excited about what the future holds. Because we are. Come join us and find out for yourself!

Vector Security is a Drug-Free Workplace 

 Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran or disability status.

Experience


Required


  • 1 - 2 years: Customer Service


Preferred


  • 1 year(s): Troubleshooting

Education


Required


  • High School or better

Skills


Preferred


  • Microsoft Office

  • Attention to detail

  • Listening

  • Organization

  • Time management

Behaviors


Preferred


  • Team Player: Works well as a member of a group

  • Enthusiastic: Shows intense and eager enjoyment and interest

  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations


Preferred


  • Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

  • Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description





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