CUSTOMER CARE REPRESENTATIVE

Dallas, TX

Family-owned and client-focused, Rolland has been delivering security products and services for over 110 years. In that time, we have grown and stayed innovative without sacrificing service. With our team as our greatest resource, we are not just here to sell products and solutions, we are here to also provide security and peace of mind.

We are looking to expand our Rolland family and welcome new talent to the Customer Service Department in Dallas.

This entry level position embodies Rolland’s mission to help provide peace of mind to our customers. Our Customer Service Representative is the first to give customers the assurance they need. By handling inbound calls from our existing customers, our Customer Service Representative can build and maintain effective relationships with our customers and provide support.

Our value proposition is to provide physical security solutions and services built on relationships, sense of urgency, client satisfaction, and 24/7-365 support.

Key Deliverables:

Qualify and review customer service requests received electronically or phone
Create case(s) in Rolland ERP system and assign to appropriate team
Ensure customer cases are created in a timely manner, per customer requirements and standards
Ensure customer protocols are communicated internally to ensure SLAs are met
Thoroughly document service issues in Rolland ERP to ensure service technicians and team members have a clear understanding of the problem
Collaborate with internal departments to ensure service standards/deadlines are met
Proactively communicate with customers on status of service request(s)
Operate with understanding, active listening, patience, empathy, and kindness to customers and team members
Ability to work a rolling schedule, weekends, and holidays, including work from home as necessary
Proactively communicate with customers on status of service request(s)
Conduct and record customer surveys once case is completed
Other responsibilities and projects as assigned by manager

Desired Skills and Experience:

1-2 years’ experience in a customer focused environment
Demonstrate excellent written, verbal, and listening skills
Ability to quickly assess current state and problem solve
Desire to help people and improve the customer experience
Ability to function effectively under stressful situations while maintaining a positive and appropriate demeanor
Operate with ownership with strong attention to detail
Demonstrate ability to multi-task and work in a team environment
Accurate typing for data entry (alpha and numeric)
Experience with Microsoft Office and ERP systems
Excellent time management skills
Dedicated to excellent attendance

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