Customer Experience Associate - Call Center

Vector Security; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

HSA/FSA programs

401k retirement savings plan after 60+

Job summary

Vector Security is seeking a Customer Experience Associate to manage inquiries across phone, email, chat, social media, and SMS from a remote home office. You will document every interaction in our CRM, review open work orders, and follow up with customers to resolve issues and schedule service visits as needed.

The role emphasizes empathy, clear written and verbal communication, and the ability to switch channels mid-interaction while maintaining a high level of service.

Qualifications

• In-person or remote customer service experience in omnichannel environments.
• Ability to document interactions accurately in business apps.
• Proficiency with CRM systems and Microsoft Office.

Responsibilities

• Handle customer interactions across phone, email, chat, social media, and SMS.
• Document all interactions in the business application accurately.
• Research and follow up via outbound calls, emails, texts, and chats.
• Promote referral programs and new products to customers.
• Meet individual call metrics and maintain service levels.

Skills

Multichannel experience

Excellent communication

Empathy and patience

CRM proficiency

Microsoft Office

Unified agent desktop

Education

High School Diploma

Tools

CRM software

Microsoft Office

Unified agent desktop

Business applications

Job description

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our Shared Services team as a Customer Experience Associate!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Job Location:

Remote/Work from Home - US/USA

Summary

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, elevate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application.

What You’ll Do

• 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.

What You’ll Need

• 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. Use customer data to personalize interactions, ensuring customers feel valued and understood. Provide consistent service quality across all channels, maintaining the same level of professionalism and support.
• Excellent spelling/grammar.
• Quick Resolution: Efficiently resolve customer issues by leveraging available tools and resources.
• Escalation Management: Know when and how to elevate issues to higher-level support if necessary.
• Able to meet all customer deadlines (both internal and external)
• Company-specific monitoring center software for CRM and scheduling. Able to become proficient to demonstrate competency with company specific processes and procedures.
• Have a working knowledge of Microsoft Office Programs to prepare documents as needed. Must be able to text, email, online chat, and social media.
• 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.
• 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.

What You’ll Get

We offer a “Total Rewards” package including:

• 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)

About Us

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideals, 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.