ACCOUNT REPRESENTATIVE

Assured Security is looking to add an employee to our team who’s seeking a fulfilling job that they enjoy. We currently have an opening to join our Customer Service Team to help answer phones and build relationships with customers. The ideal candidate will have customer first mentality, outgoing personality and a drive/competitiveness to ensure the entire team reaches established goals.

With application, please include why you feel you'll be a great fit for this role and our team. We're looking for somebody who's hardworking, trustworthy, reliable and hungry to succeed. Our company focuses on giving employees pride and ownership over the work they do and a person who succeeds in this position will posses a high level of initiative, an entrepreneurial sprit and strong problem-solving skills. Don’t worry if you don’t have security experience, we’re willing to train the right person.

Core Values: Our employees shares the same values:

• RELIABILITY – You can depend on us.
• INTEGRITY - We always do what is right.
• INNOVATION – We seek out modern ideas to deliver customer solutions.
• COLLABORATION – We work together to exceed expectations.
• PROFESSIONALISM – Our expertise and positive attitude create lasting impressions.
• PERSONALIZED CONNECTIONS – We build long-term relationships through memorable experiences.

Job Description for Account Representative - Customer Support:

The person who fills this position will spend a good amount of their time on the phone, answering incoming phone calls and making outbound phone calls. The primary goal of the Account Representative is to support customers and expand awareness of the full breadth of Assured Security services to our existing customers. Work with and support Account Managers and Security Professionals by assisting with customer requests, answering phones, and entering new work orders as business needs dictate. This position will expand customer relationships and provide administrative support for key accounts. As time permits this person will assist with new business development by strengthening customer relationships through outbound phone efforts. Other projects/duties may be assigned as necessary.

Accountability Priorities for Account Representative - Customer Support:

1. Answer approximately 30 incoming calls per day

2. Customer advocacy/follow-up/relationship management

3. Administrative Support

4. Business Development

Job Duties for Account Representative - Customer Support:

Job duties include, but are not limited to:

• Answer 30-50% of the company’s incoming phone calls, assess customer problems, and create work tickets for processing.
• Enter all new orders following appropriate template ensuring as much detail as possible is captured to set the field technician up for success.
• Advocate for our customers, respond promptly to customer questions, and ensure all necessary parties are included on communications, proposals, and follow-ups to ensure customer satisfaction.
• Offer additional services/support to customers as applicable.
• Follow up with customers to ensure satisfaction with jobs, build relationships and help drive additional business.
• Assist account management by creating quotes and maps or helping with other administrative support.
• Utilize inter-company chat (Teams) to communicate with co-workers, and respond quickly to field technicians’ status updates and questions.
• Monitor and update time tracking daily and ensure the schedule matches the actual work completed.
• Identify new & existing customers to educate on product/service offerings.

Expectations for Account Representative - Customer Support:

• Answer incoming calls promptly.
• Professionally communicate with customers and co-workers regarding current and upcoming projects and services.
• Collaborate with co-workers including office and field staff to ensure appropriate, efficient processes are maintained.
• Increase product/service utilization across existing customers.

Requirements for Account Representative - Customer Support:

• Customer first attitude
• Exceptional Customer Service skills and experience
• Demonstrated problem solving and logic skills
• Polish communication skills
• Outgoing personality that enjoys time on the phone
• Comfortable working autonomously and/or as part of a team
• Ability to pass background check, drug test and DMV record check
• HS Diploma or equivalent

Preferred Experience for Account Representative - Customer Support:

• 2+ years previous customer service work experience
• 2+ years previous work experience of answering incoming phone calls
• Interest in participating in networking/tradeshows