[Hiring] Customer Experience Associate – Call Center at Vector Security

Vector Security is a provider of residential and commercial security solutions that designs, installs, and monitors alarm systems, video surveillance, smart-home automation, and fire & life-safety systems. The company offers professional installation, 24/7 monitoring, mobile app control, and local branch support for homeowners and businesses, plus managed network and physical security services.

With decades of experience, Vector Security serves both individual consumers and regional/national commercial customers.

📋 Description

• Handle customer interactions across multiple channels (phone, email, chat, social media, SMS) • Manage interactions seamlessly, switching channels as needed • Assist in answering customer questions, making account updates, and resolving concerns • Accurately document all customer interactions with the business application • Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues • Discuss our referral program as well as new products and offerings with our customers • Increase service level by achieving individual call metrics which are reviewed on an ongoing basis

🎯 Requirements

• High School Diploma or equivalent • One year of relevant customer service experience in an omnichannel or multichannel call center environment • Strong verbal and written communication skills to effectively handle inquiries and resolve issues • Demonstrate empathy and patience, especially when dealing with irate or frustrated customers • Use customer data to personalize interactions, ensuring customers feel valued and understood • Provide consistent service quality across all channels, maintaining the same level of professionalism and support • Excellent spelling/grammar. • Company-specific monitoring center software for CRM and scheduling • Have a working knowledge of Microsoft Office Programs to prepare documents as needed

🏖️ Benefits

• Competitive compensation with incentive eligibility • Medical, dental, and vision coverage • HSA/FSA programs • 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 • 7 Company Holidays, plus 2 Floating holidays of your choice • Paid Time Off • Tuition reimbursement • Employee Assistance Program (EAP)