Customer Service Rep- Construction Industry

at  Langston Security Integration LLC

OTHER REQUIREMENTS:

• Valid Arizona Driver’s License and Reliable Source of Transportation
• Pass a background check
• Pass a drug test
• Professional attire and follow company uniform policy
  Practice safe, social-distancing, wear a mask where and when required – Safety is our #1 priority!
  If Langston Security sounds like a fit for you and you want a place to call home and not just a place you have to go every day, then ………

Qualifications and Education Requirements

• Minimum of High School Diploma or equivalent; associate degree or higher preferred.
• Proven experience in a customer service role, preferably in a technical or service-oriented industry.
• Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook), Adobe Acrobat, personal computers and smart devices.
• Proven record of excellent communication skills, both written and verbal.
• Proven strong organizational and multitasking abilities.
• Ability to work independently and as part of a team.
• Ability to read, write and speak English proficiently.
• Ability to communicate via phone, computer, in-person.
• Technical aptitude and willingness to learn about alarm systems and other related equipment.
• Attention to detail and commitment to accuracy.
• Experience in the Security Industry or construction trade preferred.
• Must meet company minimum driving standards.
• Must be able to lift up to 50 pounds and move up to 75 pounds, frequent lifting of equipment and supplies is required.
• Must have full availability with no schedule restrictions, standard business hours with occasional overtime based on workload and customer needs.
• Must pass a background check.
• Must be able to pass a drug screening.
• Must be able to work in an office environment located on company premises.
• Self-motivated and represents a professional image that is approachable.
• Willing to learn and grow with the company.
• Certifications with Manufacturers in the security industry is a plus

ROLE AND RESPONSIBILITIES:

Responsible for assisting Customer Service Manager with daily tasks while coordinating with other team members. Conducts daily operational activities while supporting customer needs and field team needs.

• Customer Inquiries:
• Respond to customer inquiries via phone and email promptly, efficiently, and professionally.
• Provide accurate information about products, services, and company standards
• Utilize Troubleshooting Checklist Guides to assist customers with their system issues and narrow the troubleshooting assessments for outbound and remote services that need to be scheduled with a technician.
• Escalate higher level troubleshooting issues to the proper team member.
• Follow Company Communication Statement: RCF (Reach out first, communicate throughout the process, and follow up to ensure satisfaction).
• Scheduling Jobs:
• Coordinate and schedule jobs for the field team based on customer requests and availability.
• Ensure efficient job scheduling to maximize productivity and customer satisfaction by utilizing the CRM system.
• Documenting Work:
• Accurately document all customer interactions, job details, and service requests in the CRM system.
• Maintain organized and up-to-date records for all customer activities.
• Data entry for jobs in CRM, entering alarm user information, zone information, scheduling, other important notes, and data as assigned using various company software
• Generate reports for project and service documentation with clear communication.
• Alarm System Management:
• Assist with managing and troubleshooting alarm systems for customers.
• Coordinate with technical teams to resolve any system issues.
• Track, document, and monitor open/close alarm reports, daily – follow up with customers based on abnormal alarm reporting
• Perform audits for alarm panel information and central station information.
• Report and enter accurate customer account details into the central station website and compass downloader software.
• Shipping and Receiving Equipment:
• Handle the shipping and receiving of equipment, ensuring accurate inventory management.
• Inspect and document incoming and outgoing shipments for quality and accuracy.
• Superior Customer Service:
• Provide superior customer service by addressing customer needs and resolving issues promptly and efficiently.
• Maintain a positive and professional demeanor in all customer interactions.
• Act as a positive representative for the company.
• Ordering Equipment and Staging Field Team:
• Order necessary equipment and supplies for field team operations.
• Assist with staging and preparing equipment for field team deployment.
• Managing Support Email:
• Monitor and manage the support email inbox, ensuring timely responses to customer inquiries.
• Escalate complex issues to the appropriate departments as needed.
• Escalate unfinished service to determine further actions to complete unfinished work.
• Maintain organization and prioritize email requests.
• Collaboration and Team Support
• Provide support and coordination to field team, leadership team, and collaborating with other departments.
• Cross-train in various functions for administrative duties.
• Utilizes various communication methods to ensure accurate clarification and verification when supplying information and receiving information.
• Follow directions and abides by company policies, standard practices, and procedures.
• Take initiative and lead by example.
• Memorize and commit to the Company Vision Statement, Mission Statement, Values, and obtaining goals.
• Ability to multi task and complete assigned tasks and special projects within set timelines.
• Knowledge of company codes and standards.
• Knowledge and understanding of construction and safety standards.
• Adhere to all federal, state, local and company rules and regulations.
• Follow all safety standards and guidelines

Qualifications and Education Requirements

• Minimum of High School Diploma or equivalent; associate degree or higher preferred.
• Proven experience in a customer service role, preferably in a technical or service-oriented industry.
• Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook), Adobe Acrobat, personal computers and smart devices.
• Proven record of excellent communication skills, both written and verbal.
• Proven strong organizational and multitasking abilities.
• Ability to work independently and as part of a team.
• Ability to read, write and speak English proficiently.
• Ability to communicate via phone, computer, in-person.
• Technical aptitude and willingness to learn about alarm systems and other related equipment.
• Attention to detail and commitment to accuracy.
• Experience in the Security Industry or construction trade preferred.
• Must meet company minimum driving standards.
• Must be able to lift up to 50 pounds and move up to 75 pounds, frequent lifting of equipment and supplies is required.
• Must have full availability with no schedule restrictions, standard business hours with occasional overtime based on workload and customer needs.
• Must pass a background check.
• Must be able to pass a drug screening.
• Must be able to work in an office environment located on company premises.
• Self-motivated and represents a professional image that is approachable.
• Willing to learn and grow with the company.
• Certifications with Manufacturers in the security industry is a plus.