Customer service representative

JOB DESCRIPTION – Alarm Customer Service Representative

GardaWorld is hiring! Join our esteemed team as a Customer Service Representative and contribute to our remarkable journey!

Who We Are:
Imagine joining a remarkable company that has been at the forefront of the industry since 2005 – Liberty Security, a Canadian-owned powerhouse proudly under the umbrella of GardaWorld. Based in Edmonton, we are a team of motivated and caring people that has become a leading provider of smart home security and safety services for homes, seniors, and businesses of all sizes across Canada. We tirelessly source, test, and leverage the very latest in technology for life safety, property, and asset protection. We have installed over 70,000 residential and commercial systems in all 10 provinces and 3 territories. We also service over 100 healthcare facilities in Canada.

Your Role:

A Customer Service Representative is the voice of Liberty. It is crucial to ensure that exemplary service is delivered to all internal and external customers. You are part of a collaborative team that supports you, your ideas, and your success.

Job Duties & Responsibilities, include but not limited to:

• Respond to customer inquiries confidently and professionally using available tools and resources.
• Maintain a positive, empathetic, and professional attitude towards customers.
• Demonstrate excellent problem-solving skills to address customer concerns.
• Resolve issues by asking questions, identifying root causes, and explaining solutions.
• Expedite corrections and ensure timely follow-ups for resolution.
• Ensure accurate data entry to maintain high-quality standards.
• Recommend improvements to benefit clients and enhance efficiency.
• Gain in-depth product knowledge to answer questions confidently and promptly.

Key Performance Indicators:

• Phone Service Level: Calls answered within 60 seconds
• Call Quality
• Performance %
• Average Handle Time
• Ticket Closure Rate

Skills Required:

• High school diploma.
• Computer literate.
• Technical Client Service experience in security industry for a minimum of 1 year.
• Excellent verbal and written communication skills.
• Ability to articulate and provide clear guidance.
• Ability to work well with a team that is multigenerational and multi-level skill sets.