Dealer Care Representative

AvantGuard is one of the fastest growing alarm monitoring companies in the country. We exist to help people and we make the world a better place by providing our expertise and the service we deliver. At AvantGuard, we are defined by our core values: We Care, We're Fun, We're Innovative, We value Relationships, We give great Service, and We build and extend Trust. In short, We Care F.I.R.S.T. The hours of this position is either 8:00 am to 5:00 pm or 9:00 am to 6:00 pm.

AvantGuard Monitoring Centers is seeking a driven and organized Customer Care Representative to join our team. They will be responsible for supporting and maintaining great relationships between AvantGuard and its dealers. This is done through proactive customer service, good communication and teamwork. AvantGuard is a truly independent wholesale alarm monitoring company that provides services to dealers and their subscribers nationwide. We offer premier wholesale monitoring services and are considered a leader in the alarm monitoring industry. This position supports individual dealers and their customers. The ideal candidate will have strong communication, excellent customer service, and problem solving skills.

Responsibilities

• The Customer Care Representative will assist in a variety of interactions with dealers via phone, email, and other methods of communication supporting questions and concerns.
• Responsible for responding to dealer needs, troubleshooting and/or resolving issues, and providing the information to resolve our dealers concerns.
• Research problems with the aim of finding the best possible solution
• Use critical thinking and problem solving skills to resolve a wide variety of issues
• Follow up with client requests in a timely manner
• Manage escalation cases with professionalism and a focus on the dealers’ satisfaction.
• Mentor team members to improve the departments overall success and client satisfaction
• Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries
• Attend training sessions to improve and/or maintain skill sets
• Works on other projects as assigned by their Manager/Supervisor
  
  

Requirements

• 1-2 or more years of customer service experience
• Strong skills in MS Office (Excel, Word, PowerPoint)
• Effective communication (written and oral) skills
• Bachelor degree or relevant experience required
• Ability to work under pressure
• Detail oriented
• Ability to work well independently and as a team
• Ability to follow outlined processes and demonstrate good judgement