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.
• Diagnose alarm system problems via telephone and create service ticket only after exhausting all resources and expertise
• Perform all procedures as required to resolve customer problems and/or concerns
• Diagnose customer system problems, escalate incoming calls to appropriate team members, or create work order for service after exhausting all resources and expertise

Knowledge, Skills, Experience and Education 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.
• 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