Customer Experience Representative

adsalarm; Aurora (IL); On-site; USD 28,000 - 30,000; Full time

Job summary

Alarm Detection Systems (ADS) is seeking a Customer Experience Representative to be the primary contact for customers, answer questions, coordinate scheduling, and support field technicians. This onsite, fast-paced role emphasizes thoughtful communication, organization, and problem-solving to ensure responsive, professional service.

You will handle multiple channels, document interactions, and contribute to a team that values customer focus, collaboration, and continuous improvement in servicing

Qualifications

• 1–2 years of customer service or call center experience.
• Bilingual English/Spanish is a plus.
• Proficient communication skills, both verbal and written.
• Organized with attention to documentation and follow-up.

Responsibilities

• Handle inbound and outbound customer communication via phone, email, text, and web submissions.
• Assist customers with account questions, service requests, scheduling, and billing concerns.
• Coordinate inspections, service appointments, and changes with field technicians.
• Document interactions and resolutions in company systems.
• Support the Service Department with outreach and scheduling campaigns.

Skills

Customer service

Communication

Organizational skills

Problem solving

Education

High school diploma

Tools

Microsoft Office

Job description

Make Every Customer Interaction Count.

For nearly 60 years, Alarm Detection Systems (ADS) has helped businesses and homeowners protect what matters most through trusted security, fire alarm, video surveillance, access control, and monitoring solutions.

We're looking for a Customer Experience Representative who enjoys helping people, solving problems, and creating positive customer experiences. As a primary point of contact for our customers, you'll answer questions, assist with service needs, coordinate scheduling, support our field technicians, and help ensure customers receive the responsive, professional service ADS is known for.

This is an onsite, customer-focused role that's ideal for someone who communicates well, stays organized in a fast-paced environment, and genuinely enjoys finding solutions for others.

Why Join ADS?

At ADS, our culture is built on five core values:

• Customer First – We put our customers at the center of everything we do.
• Do What You Say and Whatever It Takes – We honor our commitments and follow through.
• Embrace Change & Pursue Growth – We continuously learn, improve, and adapt.
• Be a Team Player – We collaborate, support one another, and succeed together.
• Care About People – We genuinely care about our employees, customers, and communities.

Our Customer Experience team plays an important role in delivering on those values every day. You'll work closely with customers, technicians, and departments throughout ADS to solve problems, coordinate service, and keep communication moving.

Benefits & Perks

We offer a comprehensive benefits package designed to support your health, well-being, financial future, and professional growth.

• Medical, Dental, Vision, and Life Insurance
• 401(k) with Employer Match
• Paid Time Off (PTO)
• Paid Holidays
• Paid Parental Leave
• Employer-Paid Short-Term Disability
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Employee, Friends & Family Discounts on ADS Products and Services
• Professional Development and Training Opportunities
• Company-Sponsored Events
• A Collaborative, Team-Oriented Work Environment

How You'll Make an Impact

As a Customer Experience Representative, you'll help customers get the answers and support they need while keeping service operations running smoothly.

In this role, you will:

• Handle inbound and outbound customer communication by phone, email, text, and web submissions in a timely and professional manner.
• Assist customers with account questions, service requests, billing concerns, scheduling, and general support needs.
• Listen to customer concerns, identify needs, and work toward effective solutions.
• Coordinate annual inspections, service requests, appointment changes, and other scheduling needs.
• Support field technicians by providing customer information, account details, troubleshooting assistance, and operational support.
• Monitor customer communication channels and ensure requests receive timely follow-up and resolution.
• Accurately document customer interactions, service activity, resolutions, and follow-up actions in company systems.
• Assist the Service Department with customer outreach, scheduling initiatives, and call campaigns.
• Identify customer needs and recommend appropriate ADS products or services when applicable.
• Escalate unresolved or complex customer concerns to the appropriate department or leader.
• Maintain accurate records and assist with data entry and operational tasks that support our field teams.
• Learn and effectively use ADS software, databases, communication tools, and Customer Experience applications.
• Participate in training, coaching, team meetings, and continuing education opportunities.
• Maintain confidentiality and appropriately handle sensitive customer and company information.

What Makes You a Great Fit

You're someone who:

• Genuinely enjoys helping people and providing great customer service.
• Communicates clearly, professionally, and confidently by phone and in writing.
• Listens carefully and approaches customer concerns with patience and empathy.
• Enjoys solving problems and finding the right next step for a customer.
• Can stay calm and professional during challenging conversations.
• Is organized and able to balance multiple priorities in a fast-paced environment.
• Pays attention to the details and understands the importance of accurate documentation.
• Is dependable and understands how your work impacts customers and your teammates.
• Enjoys working collaboratively while also being comfortable handling responsibilities independently.
• Is comfortable learning new technology, systems, and processes.
• Adapts well when priorities or procedures change.

Background & Experience

• High school diploma or equivalent required.
• Minimum of 1–2 years of customer service or call center experience required.
• Previous experience in the alarm, security, service, or dispatch industry is preferred.
• Bilingual English/Spanish communication skills are a plus.
• Strong verbal and written communication skills.
• Strong organizational, time management, and problem-solving skills.
• Proficiency with Microsoft Office applications and the ability to quickly learn company-specific software and technology.

Additional Requirements

• Illinois employees must be able to obtain and maintain a Permanent Employee Registration Card (PERC) through the Illinois Department of Financial and Professional Regulation.
• A valid driver's license and insurable driving record may be required if operating a company vehicle or traveling for company business is necessary.

What to Expect on the Job

This is a full-time, onsite position in either our Illinois location. You'll work primarily in a professional office environment and spend much of your day communicating with customers and coworkers by phone and computer.

This is a fast-paced role with multiple customer needs and priorities happening throughout the day. You should be comfortable spending extended periods sitting or standing, using a computer and office equipment, and communicating frequently by phone.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Compensation

Pay Range: $20.00–$22.00 per hour. Starting pay is based on knowledge, skills, education, experience, and overall qualifications.

Alarm Detection Systems, Inc. is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

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