Sales Support Representative
Description
Brinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals.
We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity. Join us and be part of a collaborative team that is relentless in our pursuit of security for life.
Position Overview:
We are currently seeking a determined Sales Support Representative who embodies our core values: Service, Accountability, Customer Focus, Growth, and Integrity. This position pays $16.00/hour.
Taking inbound calls providing quality customer service to subscribers and dealers. Calls can range from a series of issues including escalations, basic alarm troubleshooting and billing disputes. You will also be required to negotiate pricing when customers want to add-on equipment as well as assisting customers in cancelling the dispatch of authorities in the event of a false alarm.
Key Responsibilities:
- Handle inbound calls from subscribers and dealers.
- Resolve customer problems to avoid escalation.
- Ask probing questions to gather information related to customers who want to cancel.
- Interpret coded alarm signals received from customers’ monitoring system which include unlawful intrusions, fire, panic, supervisory activity, or two-way voice.
- Assist in cancelling the dispatch of authorities to customers’ addresses in the event of a false alarm.
- Handle billing disputes and small collections.
- Provide basic alarm system troubleshooting (including performance testing and low batteries) transferring to the correct department if needed
- Process customer requests for yard signs and insurance certificates.
- Negotiate pricing for customer add-on equipment
- Promote self-service options of Monitronics.com and assists with web site troubleshooting.
- Follow-up with alarm service technicians regarding job tickets. Able to open, close and reassign jobs as need.
Requirements:
- Handle inbound calls from subscribers and dealers.
- Proficient/ experience in Salesforce or Order Management based systems preferred.
- Resolve customer problems to avoid escalation.
- Ask probing questions to gather information related to customers who want to cancel.
- Interpret coded alarm signals received from customers’ monitoring system which include unlawful intrusions, fire, panic, supervisory activity, or two-way voice.
- Assist in cancelling the dispatch of authorities to customers’ addresses in the event of a false alarm.
- Handle billing disputes and small collections.
- Provide basic alarm system troubleshooting (including performance testing and low batteries) transferring to the correct department if needed.
- Process customer requests for yard signs and insurance certificates.
- Negotiate pricing for customer add-on equipment.
- Promote self-service options of Monitronics.com and assists with web site troubleshooting.
Benefits:
Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program:
Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA/FSA, Life & AD&D Insurance, Disability Coverage, Maternity/Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, Employee Referral Program, and Continuing Education
To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page.
Brinks Home provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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