The STOP solution center monitors several thousand devices at a 7x24X365 days per year basis. In the event an alarm is generated on any of these devices, the agent will be required to follow the relative protocol associated with the specific alarm for a specific agency.
Document customer requests and interactions via tracking software
Monitor and track system events
Notify customers and enrollees per event protocol
Escalate calls to Tier 1 per customer request
Outbound calls to Agents and Enrollee's
Proficiency in utilizing company systems and products
Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers
Knowledge, Skills, and Abilities:
Exceptional customer service and communication skills
Experience involving customer contact is REQUIRED
Ability to follow through and document issues and resolutions
Strong verbal and written skills
Good organizational and multitasking skills.
Self-motivated, independent and team player
attention to detail
Team player with solid customer service mindset.
Flexibility to work nights, weekends and occasional on-call availability.
Previous call center experience
Previous Technical support/ Help-desk experience
Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.
It is the Company's policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person's race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.