What are the responsibilities and job description for the CUSTOMER SUCCESS ASSOCIATE position at PRO-VIGIL INC?
Job Details
Description
Pro-Vigil, Inc. is the largest and fastest-growing provider of remote surveillance services with a nationwide client base. No other monitoring and live surveillance company deters crime in as little as 18 seconds. That’s faster than the speed of crime. We prevent crime in 97% of all instances, and we view over 1 million events per day, making us the most reliable live monitoring and surveillance company. It’s not just our surveillance that’s fast, our US based customer support team is available 24/7 to assist our customers.
Job Overview: The Customer Success Associate will be responsible for handling questions, comments and complaints regarding Pro-Vigil products and services. Will assist customers, via telephone, email, or tickets, with the ultimate goal of providing a positive customer experience and to enhance the relationship between Pro-Vigil and our customers.
Main Responsibilities:
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Create and maintain customer relationships by listening and understanding the customers’ needs and providing resolutions through first call resolution, troubleshooting, or escalating customer issues
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Assist customers via inbound calls, emails, and tickets
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Perform follow-up outbound calls when first call resolution was not attained
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Ensure customer satisfaction by responding to customer inquiries and concerns in a courteous and timely manner.
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Develop deep knowledge of Pro-Vigil systems and technology
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Responsibilities may include Knowledge Center and Standard Operating Procedures documentation
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Document all customer interactions and other information as required
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Other duties as assigned.
Qualifications
Job Requirements/Preferences:
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HS Diploma/GED required
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1 year of customer service/support experience preferred
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Previous call center, customer service or support or banking or retail experience preferred
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Basic computer skills
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Great communication and interpersonal skills
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Great customer service skills such as de-escalating customers and proper email response etiquette preferred
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Ability to multitask and be detailed oriented
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Exhibits the ability to prioritize tasks and complete them
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Stable work history
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Ability to successfully pass background check and drug screen is required