Responsibilities

• Manage client inquiries, questions, and problems that have escalated with team members 
• Respond to front line, initial customer inquiries and issues to ensure first call resolution 
• Take calls if short-staffed or overwhelmed with inbound calls 
• Escalate customer issues that require more in-depth assistance to the appropriate internal party and do timely follow-ups 

• Provide crisis support to address emergency security situations 
• Monitor Customer Care team and report to Manager, Operations 
• Prepare reports to monitor call service levels to ensure client expectations are met 
• Ensure department reference materials are up-to-date and organized on weekly basis 

• Assess the needs of the Customer Care team and make recommendations to improve efficiency 
• Concisely record all issues and resolutions in SBN 
• Assist in training new hires 
• Have periodic call calibration sessions with Customer Care Reps 
• Perform to and meet/exceed all monthly performance metrics 

• Participate in regular trainings on products and services, customer service, corporate and operations policies and initiatives to remain knowledgeable on all AlarmForce products, services, to effectively support new and existing customers 

Education / Experience Requirements

• Post-Secondary Diploma (in a related field i.e. business, security) or High School Diploma with equivalent work experience 
• Previous experience in a security or service based industry valuable 
• 2 years’ experience in customer care call centre, preferred 
• 1 year experience in a supervisor and/or coaching role, an asset 

• Previous QA experience in a call centre, beneficial 
• Work experience with Microsoft Office (Word, Excel, Outlook) 
• Knowledge of telephony capabilities of CMS and auto-dialers an asset 
• Proficient with CRM tools 
• Loyalty experience is an asset 

Competency Requirements

• Excellent communication (both written and verbal) skills, English and French
• Exceptional listening and responding skills 
• Able to build rapport with customers quickly 
• Strong analytical thinking 

• Ability to work well in a fast paced environment 
• Capable of working independently  
• Solid team player, willing to assist when required 
• Aptitude to multi-task 
• Ability to be people oriented and empathetic to build valued relationships 
• Detail oriented 

Bilingualism is an asset (English and French)