Job Description:

AvantGuard Monitoring Centers is seeking a driven and collaborative Dealer Care Representative to join our team. You will be responsible for being the liaison between us and our clients also known as alarm ‘dealers’. You will assist the dealers with successfully understanding and using all of AvantGuard’s processes, tools and products and ensure customer’s success by responding to their questions and requests accurately, efficiently and in a pleasant and helpful way. We are looking for someone that is willing to go above and beyond for the customer. You will identify and collaborate on ways to maximize customer best practices, desired outcomes and experiences while working with AvantGuard.

In addition to a competitive salary we also offer:

• Comprehensive benefits package, including health, drug and dental
• Competitive salaries
• Tuition assistance
• Other perks such as company parties and events, free snacks, an awesome team, and more!

What You'll do:

• Provide excellent customer service at all times
• Work daily with dealers to meet their monitoring service needs
• Maintain maximum availability in the dealer phone queue
• Work with team members to share daily data entry workload
• Work with dealers on technical troubleshooting to ensure their alarm panels are registered and communicating with the monitoring center
• Educate customers on software functions, product use, and data management
• Perform necessary account procedures and updates
• Manipulate and retrieve data for customer reporting and account insight
• Test and integrate new devices
• Assist with projects as required
• Identify and collaborate on customer complaints and issues
• Maintain Team and individual Key Performance Indicators (KPI’s)
• Respond to all requests via email within one business day
• Respond to all phone calls within 90 minutes
• Complete additional trainings to become an expert on our services

Skills Needed:

• Must be able to work normal business hours full-time (40 hours a week)
• No disciplinary actions past a verbal warning
• The ability to provide world class customer service leaving each customer feeling important, understood, appreciated, and that their problem was solved
• A team player that loves to help others by providing guidance, solving problems, and ensuring accuracy of advice given and tasks performed
• Excellent written and verbal communication skills
• Superior time management skills and ability to accomplish all tasks
• Great customer follow-up skills
• Ability to process and interpret data
• Ability to provide workflow instruction and product training materials to customers
• Ability to solve procedural and technical problems with little to no help from others
• Ability to work well under pressure for extended periods of time
• Capable of maintaining professionalism, diplomacy, and integrity in every situation with self, co-workers, and customers