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