Role Description In an omnichannel environment, the Customer Experience Associate is expected to handle customer interactions across multiple channels seamlessly. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application. - Receive inbound communications from customers via multiple channels including phone, chat, email, and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution. - Enter accurate and complete documentation of all customer interactions into the business application. - Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues. - Discuss our referral program as well as new products and offerings with our customers. - Increase our service level by achieving individual call metrics which are reviewed on an ongoing basis. Qualifications - High School Diploma or equivalent. - One year of relevant customer service experience in an omnichannel or multichannel call center environment. - Strong verbal and written communication skills to effectively handle inquiries and resolve issues. - Demonstrate empathy and patience, especially when dealing with irate or frustrated customers. - Excellent spelling/grammar. - Have a working knowledge of Microsoft Office Programs to prepare documents as needed. - CRM Proficiency: Familiarity with Customer Relationship Management (CRM) systems to track and manage customer interactions. - Unified Desktop Use: Ability to use a unified agent desktop that integrates all communication channels and customer data. Requirements - Quick Resolution: Efficiently resolve customer issues by leveraging available tools and resources. - Escalation Management: Know when and how to escalate issues to higher-level support if necessary. - Able to meet all customer deadlines (both internal and external). - Able to obtain and maintain state licenses and technical certification as needed to access customer accounts. - Complete and pass ADC training in first 90 days. - Able to work from home (Vector-provided equipment) without distraction. Benefits - Competitive compensation with incentive eligibility. - Medical, dental, and vision coverage. - HSA/FSA programs. - Company paid life and AD&D insurance. - Company paid short- and long-term disability. - Voluntary benefit products. - 401k retirement savings plan after just 60 days. - 7 Company Holidays, plus 2 Floating holidays of your choice. - 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. - Win as a team. - Do the right thing. - Make a difference every day. - Get it done. - Think big.

• Monitor and interpret indicators on the CSM Portfolio Dashboard - 360° view to prioritize risks and opportunities. • Execute and drive consistent actions from playbooks for Risk Stage, Critical Cases, and Involuntary Churn. • Conduct retention conversations and medium-complexity negotiations. • Make strategic contacts focused on improving Health Score, engagement, and product adoption. • Lead retention conversations, provide functional support, operational guidance, and clarify features of the contracted solution. • Analyze root causes of churn and propose consistent improvements. • Work together with Support on recurring issues, relevant technical cases, and action plans. • Actively participate in the flow of integrations with other systems, ensuring a consultative approach and risk reduction. • Support the Commercial team by identifying clear upsell, upgrade, and cross-sell opportunities. • Participate in the creation and continuous improvement of playbooks. • Assist the team with technical knowledge, best practices, and execution examples.

• Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance. • Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets. • Build a positive, high‑energy team culture to keep agents motivated in a high‑volume and often repetitive environment. • Monitor team KPIs, focusing on: - Call Quality – ensuring conversations meet standards of empathy, clarity, and compliance. - Conversions – driving successful outcomes from engagement calls. - Call Completion – ensuring agreed volumes of calls are made and completed effectively. • Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes. • Provide constructive coaching and feedback, supporting both individual growth and team‑wide development. • Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation. • Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality. • Act as a point of escalation for complex queries and safeguarding cases.

• Receive, analyze and handle customer inquiries regarding solutions and services within the GUS portfolio • Accurately record, prioritize and document support tickets in the ticketing system and forward more complex inquiries to the Consulting department • Independently resolve customer inquiries and recurring issues in accordance with defined processes and SLAs to ensure customer satisfaction • Ensure high solution quality and First Contact Resolution (FCR) • Actively contribute to maintaining and enhancing the knowledge base and support onboarding of new colleagues • Adhere to support standards, guidelines and internal policies • Work closely with the Head of Customer Support and other internal departments