Customer Service Representative

Job Title: Customer Service Representative 

Reports to: Chief Strategy Officer

Location: Las Vegas, NV

Are you an individual with an outgoing personality who likes to provide solutions, follow processes, and have the technical savvy to learn industry software? Do you have high emotional intelligence? Are you dependable and consistent in your professional work? If yes, we’d love to hear from you. 

As a Customer Service Representative for Eagle Sentry, you will be at the center of all customer inquiries. This is an important role that requires clear communication and empathy at all times. You will work closely with the Chief Operating Officer and Department managers via our scheduling software and through in-person meetings.

You Must Be

• Passionate about technology and align with our core values 
• Someone who can think on their feet and provide solutions that align with company policies and procedures
• Emotionally intelligent and know how to respond to all types of inquiries 
• Willing to ask for help when you are unsure of an answer
• Able to move fast with minimal to no errors
• Discrete and able to keep information on our practices and customers confidential
• A great communicator who has the natural ability to make people feel welcome and heard
• A team player who enjoys working with others

What You’ll Do

Daily responsibilities include, but are not limited to the following: 

• Assist Service Manager in daily goals
• Assist service technicians in the field
• Create alarm accounts for new customers
• Answer incoming service calls and assist customers
• Schedule service appointments 
• Help resolve customer issues over the phone
• Take overflow of incoming calls from receptionist
• Maintain daily schedule and verify techs are arriving on time
• Call customers for late arrivals and reschedule as needed
• Reschedule appointments that are not complete and communicate with internal staff and customers
• Use QuickBooks Time software for accurate timesheet reporting
• Other responsibilities as required 

What You’ll Bring:

• At least 2 years of experience in a call center environment
• Associates or Bachelor’s Degree (Preferred but not required)
• Experience using Dialpad, Service Titan, and/or QuickBooks Time a plus
• Positive, can-do attitude required
• Embrace an attitude of lifelong learning
• Skillful in data management and analysis preferred
• Proven problem solver that takes initiative
• Result-oriented with a strong work ethic
• Proven track record of delivering superior customer service preferred
• Proven team player mentality
• Superior verbal and written communication skills, including strong active listening skills and exceptional spelling and grammar 
• Meticulous attention to detail
• Be a genuinely nice person that brings a great attitude to work every day

Note: This is a full-time, onsite position.

What we offer:

As a full time employee you would receive the following benefits:

• Health, Dental and Vision Insurance
• Paid Holidays, Vacation, Sick and Personal Time
• 401K
• Work-life balance - remote options accommodated on as needed basis
• Access to our Career Track and learning and development programs
• A fantastic culture with amazing coworkers