Customer Service Representative – Woburn, MA

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Wayne Alarm Systems is a growing security and life safety company that offers its employees great benefits, great environment, great culture, and an opportunity for growth and advancement.

Summary:
The customer service representative will have the responsibility to work with our customers in need of projects scheduled for installation and/or service as well as communicating effectively with team members within the department

Benefits:

  • 100% paid health care for individuals along with family plans
  • 100% paid dental Insurance for individuals along with family plans
  • Vision Insurance
  • Pet Insurance
  • 401k and company match
  • Vacation Packages
  • Sick Time
  • 100% paid short-term and long-term disability plans
  • Company paid Life insurance

Responsibilities:

  • Schedule new system installations and maintain the existing project backlog
  • Schedule project final inspections with local Authorities Having Jurisdiction (AHJ)
  • Create and schedule service tickets/requests
  • Handle various types of customer inquiries (phone, email, etc.)
  • Handle a high volume of calls, answer and direct inquiries in a timely manner and customer-centric manner with consideration for the company’s efficiency, productivity, and profitability guidelines.

Associated Tasks:

  • Scheduling customer requests
  • Managing incoming emails
  • Make sure the installation schedule is geographically efficient on a daily basis
  • Make sure installations and service tickets are appropriately assigned skill-set wise
  • Make sure the correct time allotment is scheduled for installations and service calls
  • Set and confirm installation dates on a daily basis
  • Daily check-ins with technicians to discuss installation timelines
  • Daily check-ins with the Inventory Manager to ensure product availability
  • Ensure installation technicians are providing job documentation in timely manner
  • General support for technicians
  • Assist the Operations Manager and Assistant Technical Manager to ensure installation are scheduled and being completed in a timely and efficient manner
  • Handling customer requests as the need arises

Requirements:

  • Minimum 3 years proven success working on a high-performance team in a fast-paced, results-oriented service environment.
  • Excellent phone and customer relationship skills.
  • Proven experience developing service solutions derived from problem analysis, good judgment, and customer focus.
  • Working knowledge of computers and contact management/customer service tracking software.
  • Passionate about creating excellent customer experiences and building both internal, and external relationships.
  • A self-starter and results oriented with the ability to see multiple tasks through to completion.
  • Demonstrates a high degree of integrity and professionalism.
  • Excellent written and verbal communication skills.
  • Organized and details oriented.

Physical Demands:

  • No heavy lifting required

Position Type and Expected Hours of Work:

  • Full Time
  • Monday through Friday
  • 40 hours weekly (8:00am – 4:00pm or 9:00AM – 5:00PM)

Travel:

  • No travel is expected for this position

Required Education and Experience:

  • High school diploma or equivalent

To support our culture and company values, we have many functions and events during the year that allows team members a chance to come together and strengthen our organization such as:

  • 4th of July BBQ
  • Baseball games
  • Easter Party for family
  • Cinco De Mayo
  • Ice cream days
  • Department outings
  • Annual Holiday celebration

We believe in being local, providing exceptional quality, service and having a reputation as being the best.

Shift:

  • Day shift

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