SUMMARY: To retain existing customers by resolving outstanding issues or negotiating/instilling value in
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. To perform this job successfully, the Account Specialist I may be expected to perform some or all of the duties listed, and other duties as assigned.
£ Answer Incoming Customer Phone Calls.
£ De-escalate and resolve escalated customer issues.
£ Interprets and deciphers contract terms.
£ Renegotiate Commercial and Residential Contracts.
£ Utilizes SOA to make sound business decisions.
£ Provide accurate and timely follow through on all customer inquiries or correspondence requiring research.
£ Provide advanced support for immediate resolutions regarding billing, account review, account updates,
adjustments, sign/decal requests, alarm testing, and alarm history review to commercial and residential
£ Maintains a professional, calm, and pleasant voice image at all times when communicating with customers.
£ Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.
£ Special projects as determined by management.
£ Maintain schedule adherence for shift start, breaks, and lunches.
KNOWLEDGE, SKILLS, AND ABILITIES
£ Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet Explorer.
£ Knowledge of Company policies, procedures, guidelines, and practices.
£ Self-motivated and a professional attitude.
£ Excellent communication and listening skills.
£ Excellent teambuilding, customer service, and interpersonal skills.
£ Must possess good decision making skills, be very organized and detail oriented.
£ Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
£ Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
£ Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s.
£ Ability to perform these operations using units of American money and weight measurement, volume, and distance.
£ Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
£ Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
£ Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
£ Ability to concentrate on a task over a period of time without being distracted.
£ Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
£ While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
£ The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 10 pounds.
£ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
£ The noise level in the work environment is usually moderate.
£ Normal office environment.
£ High School Diploma or General Education Degree (GED) and two years customer service experience.
£ Satisfactorily complete alarm industry and company specific on-the-job training.
£ Must be able to accurately type 35 wpm and able to 10-key, preferably by touch.
Protection One Alarm Monitoring, Inc. or any of its respective affiliates, divisions, and/or subsidiaries, including, without limitation, Security Monitoring Services, Inc. is an Equal Employment Opportunity/AA/Veterans/Disabled employer committed to a diverse workforce.