Location
Grand Rapids, MI | United States
Job description
If you are results-oriented, strive on consistency and discipline, and enjoy problem-solving while constantly learning, this is an ideal position for you. Come to work every day to experience different challenges and new opportunities.
The focus of this role is to assist clients with their support requests by answering calls / emails and opening tickets in a timely manner.
What you would do in this role: These are the general areas of outcomes this role is responsible for.
- Ticket Creation
- Be available to answer incoming phone calls & email inquiries within 30 minutes of receipt.
- Gather pertinent client information that captures the issue(s) so technical teams have what they need to engage.
- Ensure accurate Service Companies and Service Levels when opening tickets.
- Open recurring inspection tickets monthly & as needed to ensure efficient scheduling opportunities.
- Open audit deficiency tickets.
- Understand the ERP & various scheduling/ticket queue reports to support efficiencies.
- Familiarize yourself with client contracts, sites, and systems.
- Service Administration
- Update & maintain the annual / quarterly On-Call schedule.
- Package & send passcards daily & other mailing requests as needed.
- Support client notifications & / or assist in securing client information as needed (i.e. Late to Test)
- Find ways to minimize waste & maximize profitability.
- Update & maintain client records via defined systems.
- Client Communication
- Engage clients with heart & positivity so they know you understand their pain & feel confident they are in good hands.
- Practice all forms of quality communication so clients feel cared for & questions are answered before the asked.
- Respond to client requests or inquiries timely & in a method that is most efficient for a quicker resolution.
How you would stand out:
- Comfortable holding internal team members and external clients accountable for commitment
- Empathy – understand others’ thoughts & feelings
- Enjoys being on the phone
- Positivity – find humor & positive side of life
- Strategic– quickly spot relevant patterns & issues
- Consistency – create fair systems to establish & build trust
- Maximizer – focus self & others on strengths to stimulate excellence
- Discipline – create structure & keep organized
- Dedication & passion – be a champion of the SecurAlarm culture and fully invested in creating a phenomenal experience for clients and team members
Why Join Us?
We want to invest in your success!
SecurAlarm is a family business focused on supporting our team, building leaders, and promoting creative thinking to get things done. We invest in talent and create an environment for people to grow. Our entrepreneurial spirit is the energy that drives us to be a leader in integrated security solutions in West Michigan. Our dedication to providing comprehensive solutions for organizations' most significant risks has set us apart in the security industry. Come to work each day knowing that what you do matters and protects our clients so they can take care of business.
- Authorization to work in the US
- Must possess a valid driver's license, can drive a company vehicle, and be insurable under a fleet policy
- Must be able to pass a background screening and drug test (including marijuana) as our Security License with the State of Michigan requires thorough background checks and places certain restrictions on hiring.
- Must be able to see, hear, speak, and write clearly to communicate with team members and/or other clients.
- Must be able to lift and carry up to 20 lbs.
- Ideal but not required: Knowledge of construction life cycles; fire and building codes, general knowledge of IT infrastructure; knowledge of fire alarm systems and devices
SecurAlarm is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified team members without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where team members are treated with respect and dignity.
Job tags
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