Customer Service/Cancellations Representative
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Department: Customer Service (Non-Exempt) Organization: First Alarm
Reports To: Customer Service Manager Location: Aptos, CA
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ABOUT FIRST ALARM
First Alarm has been protecting lives and property for more than 55 years. From a modest beginning in Santa Cruz County, First Alarm has become one of Northern California's premier commercial and residential security & fire system providers. Through growth, experience, and acquisition, First Alarm has become a name widely recognized for quality, safety and dependability. Our corporate office is located in Aptos, California, with satellite facilities in San Jose, Monterey, Rohnert Park, Walnut Creek, and Richmond. Today, First Alarm employs a team of more than 150 security professionals who install, maintain and monitor intrusion, fire, access control and video systems in homes, businesses, school districts, governmental facilities, and industrial complexes throughout Northern California.
SUMMARY:
We are looking for a dynamic, customer-focused team player to join our team as a Customer Service and Cancellations Representative. This position requires the ability to interface with customers in an enthusiastic and professional manner while dealing with sometimes challenging situations, dialogue and personalities. The Customer Service/Cancellations Representative will provide ideas and suggestions to handle the customer’s current problem or request and will work with customers via email and/or telephone to explain services and/or resolve disputes regarding billing, retention of services, discontinuance, or change in service while assisting and supporting the needs internally.
KEY ACCOUNTABILITIES:
- Manage the fluctuation of incoming customer calls and emails
- Provide a positive customer experience to resolve issues and retain customers
- Track customer large balance accounts using MS Excel and assist with collection calls, letters and documentation of customer payment commitments
- Identify and assess customers’ needs to achieve satisfaction
- Communicate customer complaints to branches and work with branch staff to resolve dispute issues with detailed follow-up resolution with customer
- Build sustainable relationships and trust with customers through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Verify that payments are accurately applied, research and resolve misapplied payments
- Ensure procedures are followed while documenting customer interactions and changes in database
- Receive cancellation requests and process customers’ requests to cancel
- Perform miscellaneous copying, sorting and general clerical activities
- Support various departments with special projects
- Cover front desk for lunch and/or breaks
- When necessary, post cash or credit card payments received, assist with accounts receivable, billing and perform additional general accounting and/or administrative responsibilities, as required
- Support customers with portal invoicing, as required
- Perform other duties as assigned by management
REQUIREMENTS:
- High School Diploma or GED (required)
- Must have good written/verbal communication and organizational skills
- Detail-oriented/multi-tasker
- Must have prior experience working on computerized accounting program/s and drafting letters in MS Word
- Excel and CRM software experience a plus
- Must be able to maintain calm, professional demeanor while working in a fast-paced office environment and speaking with difficult callers
- Must be punctual and reliable
- Passionate about implementing positive changes to a growing company
BENEFITS:
- Ongoing training
- Advancement opportunities with a stable, profitable company
- Paid vacation, holiday, and sick pay per employee handbook
- Medical, dental and vision coverage, including voluntary supplemental insurance
- 401K & ESOP (Employee Stock Ownership Program)
- Flexible Spending Account
- HSA Plans Available
The starting pay range for this position is $21.00-$28.00 per hour pending experience and education.
Candidates must be able to pass a stringent background check, inclusive of drug testing.
PHYSICAL REQUIREMENTS:
- Prolonged periods sitting at a desk and working on a computer
WORK ENVIROMENT:
This job operates in a professional office environment. This role routinely uses standard office equipment.
Job Type: Full-time
Pay: $22.00 - $28.00 per hour
Benefits:
- 401(k)
- AD&D insurance
- Dental insurance
- Employee assistance program
- Employee stock purchase plan
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Mileage reimbursement
- On-the-job training
- Opportunities for advancement
- Paid time off
- Paid training
- Referral program
- Retirement plan
- Travel reimbursement
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- customer service: 2 years (Required)
- office : 2 years (Preferred)
Ability to Commute:
- Aptos, CA 95003 (Required)
Ability to Relocate:
- Aptos, CA 95003: Relocate before starting work (Required)
Work Location: In person
