Inbound Customer Support Specialist – Evenings & Weekends

Alarm Systems; Quincy (IL); On-site; USD 21,000 - 26,000; Full time

Benefits offered by this job

Shift differential

Holiday pay

Training & coaching

Medical & dental coverage

PTO

401(k) retirement plan

Double pay for holidays

Referral bonuses

Job summary

Midwest Answer is seeking a Customer Service Representative to serve as the first point of contact for clients’ customers. You will handle inbound calls, gather details, and follow client-specific protocols to ensure messages are delivered promptly and accurately.

This role requires a high school diploma or equivalent, 1+ year in a call center or customer-facing role, and strong communication skills. Training and ongoing QA coaching are provided, with weekend shifts and evenings included as

Qualifications

• High School Diploma or Equivalent; college coursework preferred.
• Customer Service Experience: 1+ year in a call center, receptionist role, or customer-facing position.
• Strong communication: Clear, professional phone etiquette; grammar and writing.
• Detail-oriented: ability to document complete, accurate information.
• Adaptable & calm under pressure: thrive in fast-paced settings.
• Tech-savvy: comfortable with phone systems, CRM, basic troubleshooting.
• Team player: willing to learn from QA/coaching and assist others.
• Reliable & punctual: dependable attendance essential.
• Problem-solving mindset: think on your feet and escalate when needed.

Responsibilities

• Answer inbound calls on behalf of clients using tailored greetings and scripts.
• Gather caller details and document notes clearly.
• Follow account-specific protocols: dispatch technicians, escalate emergencies, schedule appointments, or take messages.
• Maintain efficient call flow metrics and ensure quality.
• Provide after-hours support per client protocols, including emergencies.
• Enter information into message pages or service tickets and communicate issues.
• Display empathy and professionalism with callers.
• Collaborate with supervisors and peers to refine scripts and workflows.

Skills

Customer Service

Communication

Detail-oriented

Adaptability

Tech Savvy

Team Player

Reliability

Problem Solving

Education

High School Diploma or Equivalent

College coursework preferred

Tools

Phone systems

Call software

CRM platforms

Job description

Midwest Answer is seeking a Customer Service Representative to serve as the first point of contact for clients’ customers. You will handle inbound calls, gather details, and follow client-specific protocols to ensure messages are delivered promptly and accurately.

This role requires a high school diploma or equivalent, 1+ year in a call center or customer-facing role, and strong communication skills. Training and ongoing QA coaching are provided, with weekend shifts and evenings included as