• Managing customer relationships in a high-volume environment • Providing a great customer experience to drive loyalty • Assisting participants with enrollment questions and general concerns • Spending approximately 95% of the day in phone conversations • Effectively and empathetically assisting participants over the phone • Following compliance regulations for service and application inquiries

• Manage high volume of incoming queries • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customers through open and interactive communication • Provide accurate, valid and complete information • Meet established team targets • Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution • Accurately track customer interactions to inform data analysis and evaluations • Follow communication procedures and guidelines • Take the extra mile to engage customers • Filter customer queries to appropriate stakeholders and manage follow through and resolution. • Provide coverage for colleagues as necessary.

Role Description As a Customer Support Representative, you will answer inbound customer calls and electronic requests in a timely fashion to assist customers with their issues, including providing information about their system or troubleshooting. Maintain a positive and professional attitude towards customers at all times. Support Data Center in completing code changes on an as-needed basis to ensure timely customer support. What You'll Do: - Handling Inbound Customer Service & Technician Overflow Calls: - Answer phones and complete calls as per metrics. - Collaborate with internal teams to gather information and deliver solutions to the customer. - Manage customer calls and help them with emergency active alarm events. - Provide reports or work order summaries from D365, InSite, or MASterMind as per customer requests. - Regularly check CS Review cases to ensure accuracy and efficient response times. - Support technicians related to current service needs as required for overflow or during shifts with limited or no technical support. - Programming Projects: - Complete a minimum of 10 Code Change requests per shift. - Analyze the delegated requests received by Sales and leadership regarding basic alarm panel programming and provide solutions. Qualifications - High School Diploma or equivalent - Customer Service Oriented: Talking to customers on the phone, provide resolutions efficiently. - Time Management: Prioritize work and projects versus maintaining phone coverage. - Eagerness to Learn: Continually amass knowledge of different programs and systems to provide efficient customer service. - Conflict Resolution: Handle difficult customer calls while maintaining a professional demeanor. - Phone Skills: Have a pleasant and professional demeanor while handling customer calls. - Problem Solving Skills: Evaluating unique customer service requests for optimal resolution. - Team Mindset: Support others on the team, collaborate for knowledge and assistance. Benefits - Competitive Compensation with Incentive Eligibility - Medical, dental and vision coverage - Company paid life and AD&D insurance - Company paid short- and long-term disability - Voluntary benefit products - 401k retirement savings plan - Flexible Spending Account - Paid time off - Tuition reimbursement - Employee Assistance Program (EAP) Company Description We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time. Our Values: - Win as a team. - Do the right thing. - Make a difference every day. - Get it done. - Think big. If you share these ideas, we’d love to hear from you! Vector Security is a Drug-Free Workplace. Vector Security is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers • Field and answer questions related to product specifications, warranty, installation, parts & repairs • Place orders, track shipments and relay progress regularly to vested parties • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time • Share feedback and ideas on ways to improve the overall client experience