Customer Success Specialist
On-siteFarmers Branch, Texas, United States
Job Summary
Handle inbound calls from subscribers, resolve customer problems to avoid escalation, and ask probing questions to gather information related to customers who want to cancel. Interpret coded alarm signals including unlawful intrusions, fire, panic, supervisory activity, or two-way voice. Assist in cancelling the dispatch of authorities in the event of a false alarm, handle billing disputes and small collections, and provide basic alarm system troubleshooting including performance testing and low batteries. Process customer requests for yard signs and insurance certificates, negotiate pricing for customer add-on equipment, and promote self-service options of Monitronics.com. Follow-up with alarm service technicians regarding job tickets, assign technicians to visit a customer's home if their issue cannot be resolved effectively over the phone, and provide recommendations on upgrades to the customer's current home security alarm.
Required Qualifications
- At least 1 year of proven work experience in technical support or similar role
- Proficient problem solving and communication skills
- Excellent computer skills
- Minimum typing skills of 30 WPM
Desired Qualifications
- Two years of call center experience preferred
- Bilingual in Spanish preferred, not required
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