Remote Customer Service Representative  

Duties

• Answer inbound customer calls professionally and efficiently
• Provide exceptional customer service while maintaining a positive attitude
• De-escalate customer concerns and resolve issues calmly and effectively
• Accurately document customer interactions and account activity
• Manage multiple systems and tasks simultaneously while on active calls
• Communicate clearly with customers regarding services, scheduling, and account information
• Maintain confidentiality and professionalism at all times
• Follow company procedures and customer service standards
• Collaborate with team members and management to improve customer experience

Customer Care

•  Identify and assess customers’ needs to achieve satisfaction
•  Maintain accurate information and records in Medallion, CMS, and various portals.
•  Handle customer complaints, provide appropriate solutions and alternatives, and reduce customer attrition.
•  Be familiar with current KPS promotions and equipment pricing to offer upgrades and convert white glove accounts to monitored accounts.
•  Keep records of customer interactions, process customer accounts and file documents.
•  Handle technician requests to reduce unnecessary overtime and return trips.
•  Other duties and responsibilities as assigned by the Manager.

Customer Support Interface
•  Cultivate strong relationships with internal staff, customers, and builder personnel to enhance collaboration and project success.
Other Support Services as Needed
•  Options Coordination for new projects – Work with PC’s on starting to train on Floorplan, STX set up and verifying options in MD Project.
•  Outbound / inbound phone support as needed
•  Other various admin duties as needed

• Speaks and writes fluent English
• Good communication and presentation skills;
• Excellent problem-solving skills;

• KPS Alarms is seeking a professional and dependable contractor for the position of Remote Customer Service Representative to join our team. The ideal candidate will have excellent phone communication skills, strong de-escalation abilities, accurate typing skills, and the ability to effectively multitask in a fast-paced environment. This position plays a key role in supporting customers, resolving concerns, and maintaining a high level of customer satisfaction.