The Association Support Representative serves as the on-site customer support providing world class service through effective communication and troubleshooting.
Deliver world class customer service through effective troubleshooting and communication
- Resolve customer questions and requests to drive positive customer experiences and immediate issue resolution
- Provide customer with product and service information
- Follow up on customer inquiries to ensure satisfaction and issue resolution
- Research, communicate and resolve escalated customer issues
- Escalate unresolved issues to second level of support (CRM and IT)
- Represent SentriLock brand professionally and positively during customer conversations
- Follow up and respond to customer questions and serve as an internal liaison to report and resolve customer issues to appropriate internal stakeholders
- Communicate and provide regular updates to manager and customer relationship manager on status of customer happiness, unresolved issues or outstanding questions
- Research and report accurate and detailed information to internal stakeholders to ensure efficient and effective issue resolution
Train on SentriLock product and service
- Acquire training aids and instructional material from training and/or marketing for customer training sessions
- Prepare, test and operate audiovisual equipment for presentation
- Deliver effective training presentations to new and existing customers to present value, benefits and how to use the SentriLock product and system
- Collaborate with customer and internal team to determine training needs
- Track and monitor customer satisfaction and feedback on training
- Recommend continuous improvement approaches to future training
Deliver outstanding association administrative support
- Monitor and manage product inventory
- Assist with call tag and lockbox return process
- Tracking and reporting on association activity
- Adhere to customer processes
- Understand and operate firmware update process
Other duties as assigned
- Participate in projects assigned by manager
- Maintain and follow ISO standards
- Seek out and complete appropriate training, development and research
- Knowledge of department processes
- Support the mission, principles, and goals of the company
Requirements
High School Diploma or Equivalent - Required
Associates Degree - Preferred
1+ years SentriLock experience - Preferred
2+ years Customer Service experience - Required
1+ years Basic knowledge of mobile devices - Required
1+ years SentriLock Train The Trainer - Preferred
1+ years Intermediate Excel - Required
3 year commitment on-site to support our customer
High energy, positive attitude, engaging personality and able to communicate effectively
Real Estate experience - Preferred
Bilingual in Spanish preferred