Service and Support Coordinator
: Job Details :

Company Information

Recognized as one of the Best Places to Work in South Carolina, AMAROK is the Ultimate Perimeter Security solution. Our unique multi-layered perimeter security system reliably stops theft and other criminal activity by guarding our customers' property and assets 24/7/365. More than 5,000 commercial and industrial properties across North America trust The Electric Guard Dog to keep their assets secure.

Job Summary

AMAROK's Customer CARE department is responsible for the overall daily customer experience while creating and following up on routines and processes. As a Care Representative you will play a key role in customer satisfaction and retention by providing superior customer support to AMAROK's internal and external customers. Applying candidates must be able to type at least 60-80 WPM and demonstrate proficiency navigating through Microsoft Suite. This is a Monday-Friday position working 11am - 8pm shift.

Key Responsibilities All duties must be conducted in accordance with the Company's established standard operating procedures and techniques

• Answer a high volume of incoming calls and provide top-quality customer service to internal and external customers.
• Process a high volume of inbound email request.
• Monitor service agreement updates, alarm-handling protocols, and relevant reporting.
• Provide expert-level troubleshooting assistance and provide educational materials and/or information to customers.
• Triage service needs and create work orders for AMAROK's Technicians.
• Manage service ETA request.
• Prepare and present reporting, system utilization, and special projects to assigned accounts when requested.

Requirements

• At least two years related experience - tech support/troubleshooting experience is a plus.
• Strong time management and organizational skills with the ability to thrive in a fast-paced environment.
• Great active listening skills and the ability to build rapport, secure (pun intended) trust, and maintain a professional relationship with both internal and external customers.
• Ability to communicate clearly, both written and verbal.
• Ability to answer a high volume of calls and emails daily.
• Outstanding analytical and problem-solving skills.
• TEAM ORIENTED!!

Why AMAROK? AMAROK is driven by our companies' core values. We strive to facilitate a greater sense of purpose in all our career opportunities. Well known for our superior company culture and leadership, our employees also enjoy the following benefits:

• Health Benefits (Medical, Dental & Vision)
• Tuition Reimbursement Program
• Short & Long-term disability
• Life Insurance
• Flexible Spending Account (Section 125)
• Matching 401K retirement plan
• Career advancement
• Bonus opportunities
• Generous PTO

Compensation Range: $23 - $24 per hour. (starting wage is determined based on your experience, knowledge, skillset, education, and competitive market data).

Our recruiting experience is digital! AMAROK is an EEO/Affirmative Action Employer and will make all employment related decisions without regard to age, race, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.