Customer Support Representative

REPORTS TO: Customer Support ManagerBased in Atlanta, GA, EyeQ Monitoring provides industry-leading security and business intelligence solutions to a variety of business sectors throughout the US.  EyeQ Monitoring is looking for an upbeat, customer service oriented individual to provide exceptional customer service to all our clients. Joining a team of 3, they must be energetic, a self-starter, and self-motivator. The ability to work in a fast paced and fun environment where multi-tasking is a must and our Customer’s Experience is at the fore front of your mind with every interaction! The prime candidate must be able to solve problems on their own with guidance from their peers and manager, quick learners will thrive in this environment! Here at EyeQ, people matter. Any new team members we bring on have to live and breathe our core values, just like we do.We value trusted partnerships.We believe in the value of transparent, reliable and growing relationships with our team and customers and turn away people and businesses that don’t fit.We build to last.We focus on long-term solutions and spend requisite time to ensure our solutions will work the first time.We take the hill.We are excited to take on challenging work, find new solutions and technology frontiers, and attack problems others are scared of; as such, we celebrate failing fast, being transparent, and working with people who we trust to run up those hills with us.We enjoy the journey.We take our customer needs but not ourselves seriously; Our work is a part of our life we want to enjoy unapologetically; We are proud of the mission we are entrusted with and the team we get to serve with every day.Responsibilities Being the front-line in all communications with clients regarding problems, requests, inquiries, etc.Problem solve client issues as able, and/or route phone calls to proper team members when escalation is neededEffectively communicate to management regarding issues/process problems/policy changes Serve a liaison between clients and other departments and managementAbility to effectively train new and current clients on current set up and systemsUnderstanding of how all internal departments work and who to best handle customer issues to resolutionHandle customer complaints and provide feedback to the right departmentsPresent a solution and verify that the problem is solvedEscalate properly if they don’t have the right skill level or authority to resolve an issue on the first contact. Manage group email and voicemailUpselling customers on potential addon’s or replacement equipment and passing to the right sales departmentEnsure all contact information is up to date when talking with clientAbility to complete the below tasks for all clients. Service outage reporting  Forensics Requests Protocol Changes/updates Monitoring Schedule Changes Contact Updates (all programs) Training Remote access (all platforms) Contract/Legal Questions/Concerns Billing Issues Misses Price Adjustments Facilitating tag orders Facilitating user adds and deactivationsAccess Control Management  Work at least one week a month on an after-hours shift Physical Restrictions & Requirements (If needed) Physical Requirements: Lifting/Pushing/Pulling Up to 50 lbs Body Positions/Movements Ability to sit for long periods of time Ability to walk comfortably for long periods of time Required Qualities & Skillset Security Industry, Automotive, Multi Family, CRE Bachelor’s degree 5 years’ experience in a customer service-oriented position. Preferably Account Management or Customer Experience Availability Travel: 20% Authorized to work in the US Proven ability to communicate verbally over the phone and via email in a friendly and fun manner. Must have Microsoft 365 suite skills Must have worked in a CRM before Must be able to work individually and as part of a team.   Must have a passion for Customer Service or Security Ability to work in a fast paced environment and have the drive to get work completed even if it means staying late or coming in early. Must have good time management skills and be a self-starter. Must be able to problem solve on the fly. Ability to work as a team internally to resolve customer issues. Show empathy and use the right empathy statements.