Customer Experience Specialist

About Us

Join our team!

SentraCam, the premier commercial security division of Air Comm, draws upon over four decades of expertise in supplying communication and public safety equipment to a diverse clientele including police and fire departments, security firms, and businesses of all sizes. Recognizing inherent limitations in traditional security measures such as on-site guards and standard surveillance systems, we embarked on a mission to revolutionize business security. With an acute understanding of evolving threats and advancements in technology, we have pioneered a comprehensive solution designed to proactively detect and deter criminal activity in real-time. By seamlessly integrating electronic detection with remote monitoring capabilities, SentraCam offers unparalleled security coverage at a fraction of the cost. Our innovative approach ensures that your company's assets and personnel remain safeguarded against potential threats. Operating throughout Arizona, Colorado, and Utah, SentraCam stands as a trusted partner committed to enhancing the safety and security of businesses across the region.

Location

Tempe, AZ

Employment Type

Full-Time, Regular, Non-Exempt

Manager Position

No

Reports To

Customer Experience Manager or designee

Travel

No

Revision Date

April 2024

Summary of Functions

As a Customer Experience Specialist, you play a pivotal role in ensuring unparalleled interactions between our company and its valued customers. Your focus will be on addressing inquiries, swiftly resolving issues, and fostering enduring relationships to elevate overall satisfaction. Additionally, you'll collaborate closely with product resellers, equipping them with the necessary resources for success.

Essential Duties and Responsibilities

• Responsively handle inquiries across various channels, adeptly resolve concerns, and proactively offer assistance.
• Forge meaningful connections with customers, tailor interactions to their needs, and diligently follow up to guarantee satisfaction.
• Identify opportunities for operational improvement, collaborate cross-functionally to streamline processes, and implement effective solutions.
• Collect valuable customer feedback, conduct insightful analysis of trends, and spearhead initiatives for continuous enhancement.
• Maintain a deep understanding of our product offerings, remain abreast of industry developments, and deliver comprehensive training to team members.
• Perform additional assignments and special projects as directed.

Experience/Education

• Previous customer service experience required.
• High school diploma/GED or equivalent.
• Company will provide additional training, as necessary.

Knowledge, Skills, and Abilities

• Demonstrated empathy and a customer-centric approach.
• Proficiency in multitasking and thriving in a dynamic, fast-paced environment.
• Excellent computer skills including knowledge and experience with Microsoft Office, Outlook, and Excel.
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Above average oral and written communication skills and creativity applied to resolution of issues.
• Highly proactive and responsive to internal and external customers.
• Ability to exercise independent judgment and advise project leadership on complex issues.
• Good problem-solving skills/decision-making skills.
• Strong attention to detail.
• Commitment to excellence and high standards.
• Ability to work with all levels of management.

Physical Demands

The following physical activities or abilities are commonly, but not always, associated with the performance of this position. The actual requirements of this position will vary.

• Ability to communicate effectively with vendors, management, and other co-workers, both individually and in front of a group is important.
• Regular use of the telephone and email for communication is also essential.
• Sitting for extended period is common.
• No heavy lifting is expected. Exertion of up to 25 pounds of force occasionally may be required.
• Good manual dexterity for the use of common office equipment such as computers, calculator, copiers, and fax machines.
• Good reasoning ability and decision-making is important.
• Able to understand and utilize management reports, memos, and other documents to conduct business.

Work Environment

The job is primarily performed indoors in a traditional office setting.

Perks and Benefits

SentraCam offers a comprehensive benefits package including medical, dental, vision, a retirement plan, AD&D Insurance options, and more. We also reward our employees’ hard work with bonuses, paid time off, and paid holidays. As an added bonus, we also offer a brand-new facility with a gym and fully stocked coffee bar.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

It is the policy of SentraCam to fill every position without regard to race, color, religious creed, sex, marital status, physical disability, mental disability, medical condition, age 40 and over, national origin, ancestry, sexual orientation, gender identity, genetic information, military or veteran status, or any other basis made unlawful by applicable law. Air Comm is an equal opportunity employer, and strictly prohibits unlawful discrimination by any employee, including managers, supervisors and co-workers.