Customer Experience Specialist

Adsalarm; Aurora (IL); Hybrid; USD 57,308,000 - 63,039,000; Full time

Benefits offered by this job

Health Insurance

401k Match

PTO

Paid Holidays

Parental Leave

Short-Term Disability

Tuition Reimbursement

Employee Discounts

Training Opportunities

Company Events

Collaborative Environment

Job summary

Alarm Detection Systems (ADS) in Illinois is seeking a Customer Experience Representative who enjoys helping people and solving problems. As the primary contact, you’ll answer questions, coordinate scheduling, support field technicians, and ensure customers receive responsive, professional service.

This onsite role requires clear communication, organization, and a proactive approach to service; you’ll document interactions, contribute to a collaborative team, and grow with ADS through training

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service or call center experience.
• Experience in alarm, security, service, or dispatch industry preferred.
• Bilingual English/Spanish communication skills 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

Organization

Documentation

Attention to detail

Team collaboration

Adaptability

Independent work

Education

High school diploma

Tools

MS Office

Company software

Job description

Alarm Detection Systems (ADS) in Illinois is seeking a Customer Experience Representative who enjoys helping people and solving problems. As the primary contact, you’ll answer questions, coordinate scheduling, support field technicians, and ensure customers receive responsive, professional service.

This onsite role requires clear communication, organization, and a proactive approach to service; you’ll document interactions, contribute to a collaborative team, and grow with ADS through training