Job description

Account Retention Specialist

Department: Operations (Non-Exempt) Organization: First Alarm

Reports To: FCS Manager Location: Aptos, CA

Pay Structure: Hourly Rate + Monthly SPIFF (Sales Program Incentive Funds)

ABOUT FIRST ALARM:

First Alarm has been protecting lives and property for more than 45 years. From a modest beginning in Santa Cruz County, First Alarm has become one of Northern California's premier commercial and residential security & fire system providers. Through growth, experience, and acquisition, First Alarm has become a name widely recognized for quality, safety, and dependability. Our corporate office is located in Aptos, California, with satellite facilities in San Jose, Monterey, Rohnert Park, and Richmond. Today, First Alarm fields a team of more than 160 security professionals who install, maintain and monitor intrusion, fire, access control, and video systems in homes, businesses, school districts, governmental facilities, and industrial complexes throughout Northern California.

SUMMARY:

This position requires the ability to interface with customers in an enthusiastic and professional manner while dealing with challenging situations, dialogue and personalities while providing ideas and suggestions to handle the client's current problem or request. Field Customer Service reps work with customers by telephone or in person to explain services and/or resolve disputes regarding billing for installation, service/repair, discontinuance, or change in service.

KEY ACCOUNTABILITIES:

• Provide support to the Field Customer Service Manager with real time information regarding cancellation and customer service requests
• Proficient Sales experience, or the ability/personality to learn how to sell
• Heavy telephone & email communication, strong ability to communicate articulately and confidently
• Update customer account information in Sedona
• Liaison between the departments with regards to cancellations and resigns
• Draft Agreements for new, takeover and acquisition accounts
• Obtain executed agreements from customers through customer service and contract negotiation
• Other duties as assigned by management

REQUIREMENTS:

• High School Diploma or GED (required)
• Competency in Microsoft applications including, Word, Excel, and Outlook (Sedona database is a plus)
• High degree of accuracy in data entry and database management.
• Provide a positive customer journey with servant leadership skills to resolve and retain customers
• Exceptional verbal, written, and presentation/organization skills
• Ability to work effectively both independently and as a part of a team
• Detail-oriented/multi-tasker
• Customer service oriented
• Must be able to maintain a calm, professional demeanor while working at customer sites and speaking with difficult vendors, sub-contractors, and customers
• Must be punctual and reliable

Candidates must be able to pass a stringent background check, inclusive of drug testing.

This position, and the duties associated with it, may change in the future based on ongoing evaluation of the needs and requirements of the department and its goals.

EVALUATION OF PERFORMANCE:

Since the main function of this position will be to provide up to date information to the Field Customer Service Manager, many of the measurements will be based on the timeliness and accuracy of information delivered.

Bi-Monthly team meeting attendance to discuss ongoing issues and news for the team

• Feedback from the department managers of accounting, monitoring center, installation and service regarding the speed and quality of response when requesting information from the individual.
• Periodic “spot checks” of Sedona accounts to ensure that information is being input correctly and kept up to date.
• Verification that leads are being handled in a timely manner and customer requests are being fulfilled

As the goal of the department is to reduce customer attrition, a quarterly review of the overall attrition should be conducted. This would be a strong indicator as to the effectiveness of the existing processes & the individuals’ performance. Furthermore, future strategies could be revised based on these results.

WHAT FIRST ALARM OFFERS:

• Competitive compensation
• Ongoing training
• Advancement opportunities with a stable company
• (5) Bay Area offices: Rohnert Park, Richmond, San Jose, Santa Cruz/Aptos & Monterey
• Vacation, holiday, and sick pay, per the employee handbook
• Medical, dental and vision coverage, including voluntary supplemental insurance
• 401K & ESOP (Employee Stock Ownership Program)

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting in a chair and working on a computer (office environment)

WORK ENVIRONMENT:

This job operates in a professional office environment.

This job description intends to provide a representative summary of the primary duties and responsibilities to be performed. Therefore, it should be noted that associates may be requested to perform job-related tasks other than those specifically presented in this job description.

Job Type: Full-time

Pay: $4,160.00 - $5,000.00 per month

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Office

Application Question(s):

• Candidate must be able to pass a drug test

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Required)

Work Location: One location

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