Customer Experience Agent

Job description

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company. The Customer Experience Agent will interact with the company’s customers by addressing inquiries and resolving complaints. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone or email. The position is also directly responsible for product inquiries, appointment scheduling, and verification, providing support to our branches and field partners, and customers, as well as customer conflict resolution and escalation. Essential Duties & Responsibilities: Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services. Collects and enters orders for new or additional products or services. Takes ownership of customer issues and provides complete end-to-end issue resolution by utilizing the resources available. Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff. Ensures that appropriate actions are...