Job Description
If you are passionate about creating world class customer experiences and love problem solving, keep reading!
The Customer Service Representative is an integral part of our fast-paced technology company. In this position you will utilize effective communication, troubleshooting, and coordination to resolve customer issues and create raving SentriLock fans.
Our Customer Service Representatives earn between $13.00 - $15.00/per hour, based on experience, and are eligible for quarterly raises based on performance. As a Customer Service Representative, you will be a part of an amazing company culture. Here are some things our employees love about working at SentriLock: I love the inclusive atmosphere here; I feel my voice is heard and I’m not just a number; SentriLock has a proven track record of promoting talent from within; SentriLock has career paths that provide insight on topics such as effective business writing and how to improve your overall health and wellness; the company culture is welcoming and inviting every single day; SentriLock’s pay and benefits are great. The target start date for these positions is January 11, 2021.
Essential Duties and Responsibilities
Deliver a world class customer experience through effective communication
Answer customer calls in a timely manner and actively listen to concerns/requests
Provide customers with accurate information that will assist with their issue/answer their question
Create a personal customer connection with friendly conversation and empathize with their concern
Show your appreciation for the customer’s business and loyalty
Deliver a world class customer experience through accurate and efficient troubleshooting
Resolve customer issues with proven troubleshooting techniques
Escalate unresolved issues to the second level of support
Strive to make troubleshooting steps as effortless as possible for the customer
Deliver a world class customer experience with effective communications with coworkers
Accurately document each customer call so a coworker can reference if needed on a future call
Assist coworkers by sharing your knowledge – offering tips and access to helpful resources
Show your appreciation when a coworker assists you or another team member
Other duties as assigned
Participate in projects assigned by manager
Maintain and follow ISO standards
Seek out and complete appropriate training, development and research
Knowledge of department processes
Support the mission, principles, and goals of the company
Educational Requirements / Preferences
High School Diploma or Equivalent - Required
Associates Degree - Preferred
Experience Requirements / Preferences
2+ years Customer Service based duties - Required
1+ years Call Center experience - Preferred
1+ years basic knowledge of mobile devices (PDA, MDA, Apple/Android products) - Preferred
1+ years Tier 1 Technical Support or Helpdesk - Preferred
Other Requirements / Preferences
Typing proficiency and skill to use a personal computer and multiple software packages
Attention to detail to ensure accuracy and quality of work
Excellent organizational skills and ability to multitask
High energy, positive attitude, engaging personality, and ability to communicate effectively
