Remote Customer Experience Agent – Fire Protection Service Corporation – UT, USA

Come help us protect what matters most!

Mountain Alarm is hiring for a Customer Experience Agent in our Ogden, Utah location.

Position Summary:

Our Customer Experience Department at Mountain Alarm is a small team of dedicated professionals focused on providing exceptional service. We understand that customers depend upon prompt and efficient effort when it matters the most. Our agents are trained to troubleshoot alarm systems, process payments, problem solve account or system issues, schedule service appointments and de-escalate delicate situations. We know that the experience our team provides is one of the top reasons why customers choose Mountain Alarm.

Do you strive to surpass customer experience expectations?

Do you love to help people?

Maybe YOU have the calling to help protect what matters most!

Duties & Responsibilities:

• Professionally administers all inbound/outbound calls to provide the industry’s best customer experience.
• Address customer billing inquiries, questions regarding service visits, concerns and compliments.
• Provide basic troubleshooting to assist customers in silencing alarms, arming and disarming their system, battery changes and more.
• Schedules service appointments and alarm inspections. Assist technicians by adjusting appointments and rescheduling when necessary.
• Perform basic data entry within monitoring and accounting software.
• Provide feedback to management regarding customer service breakdowns or customers concerns.
• Performs other duties as assigned.

Education & Required Skills:

• High School Diploma/GED
• Excellent customer service skills
• Excellent phone etiquette skills
• Working knowledge of electronics
• Must read and speak English
• Flexible style, perseverance, action-oriented
• Punctual with excellent attendance
• Must possess strong time management skills
• Ambitious results oriented individual
• Aptitude for problem-solving, ability to determine solutions for customers
• Clear communication skills (email, phone, in-person) primarily among internal departments, field technicians, sales consultants, and customers.
• Able to handle daily deadline pressure with positive “can-do” attitude.
• Ability to maintain and project a positive outlook to customers at all times.
• Maintains a good working environment with all employees, vendors, and customers.

COVID-19:

• Our entire Customer Experience team is currently working remotely. Candidates would need to have access to reliable internet service.
• Candidates will need to be local to areas near Ogden, Utah as this a temporary work-from-home arrangement. Candidates that are hired will also come into the office on their first day for onboarding.

Team Perks!:

• Personalized training program
• Commission bonuses
• Employee referral bonuses
• Attendance bonuses
• Team outings
• Yearly company party
• Twice monthly team chosen lunches
• Competitions to earn fun prizes

About Mountain Alarm Fire & Security:

Mountain Alarm Fire & Security is a division of Fire Protection Service Corporation. FPSC was founded in 1952 and has over 65 years’ experience protecting what matters most. The Company has grown and expanded to locations throughout Utah, Arizona, Colorado, Idaho, Montana, and Wyoming. As a family owned and operated Company, we strive to provide the best customer experience from inception and beyond. We hire quality individuals with entrepreneurial spirits who are excited to help us soar to levels that far exceed our competition.

We offer on-the-job training for industry-specific skills and knowledge. We support certification in our employee’s fields, from NICET and beyond. We strive to promote internal organic growth and encourage employees to apply for positions that offer personal development in our rapidly expanding company.

Apply Now!