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.