Customer Care Specialist

General Purpose and Essential Duties

The Customer Care Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, while providing a high level of customer support on Guardian’s products and solutions.

• Interacts with customers to provide support and information on Guardian’s products and solutions.
• 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 in MAS.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Diagnoses alarm system problems via telephone and creates service tickets only after exhausting all resources and expertise.
• Performs all procedures as required to resolve customer problems and/or concerns.
• Diagnoses customer system problems, escalates incoming calls to appropriate team members, or creates work orders for service after exhausting all resources and expertise.

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn Guardian’s products and solutions.
• Ability to remain calm in a high-paced 24/7/365 customer service call center environment.
• High School Diploma or G.E.D. required.
• Some college preferred.
• Regular and reliable attendance record.
• 1-2 years of customer service experience required.

• Entry level

• Full-time

• Other

• Security and Investigations