CUSTOMER SUCCESS ASSOCIATE na Pro-Vigil, Inc

Customer Success Associate 

Company Overview: Pro-Vigil, Inc. is the largest and fastest-growing provider of remote surveillance services with a nationwide client base. No other monitoring and live surveillance company deters crime in as little as 18 seconds. That’s faster than the speed of crime. We prevent crime in 97% of all instances, and we view over 1 million events per day, making us the most reliable live monitoring and surveillance company. It’s not just our surveillance that’s fast, our US based customer support team is available 24/7 to assist our customers.

Job Overview: The Customer Success Associate will be responsible for handling questions, comments and complaints regarding Pro-Vigil products and services. Will assist customers, via telephone, email, or tickets, with the ultimate goal of providing a positive customer experience and to enhance the relationship between Pro-Vigil and our customers.  

Work Schedule: M-F 8a-5p and or 9a-6p

Pay Rate: $15.00 per hour

Main Responsibilities:

• Create and maintain customer relationships by listening and understanding the customers’ needs and providing resolutions through first call resolution, troubleshooting, or escalating customer issues

• Assist customers via inbound calls, emails, and tickets

• Perform follow-up outbound calls when first call resolution was not attained

• Ensure customer satisfaction by responding to customer inquiries and concerns in a courteous and timely manner. 

• Develop deep knowledge of Pro-Vigil systems and technology

• Responsibilities may include Knowledge Center and Standard Operating Procedures documentation 

• Document all customer interactions and other information as required

• Other duties as assigned.

Job Requirements/Preferences:

• HS Diploma/GED required

• 1 year of customer service/support experience preferred

• Previous call center, customer service or support or banking or retail experience preferred 

• Basic computer skills 

• Great communication and interpersonal skills

• Great customer service skills such as de-escalating customers and proper email response etiquette preferred

• Ability to multitask and be detailed oriented

• Exhibits the ability to prioritize tasks and complete them

• Stable work history

• Ability to successfully pass background check and drug screen is required