SentriLock
The Association Support Representative serves as the on-site customer support providing world class service through effective communication and troubleshooting.
Deliver world class customer service through effective troubleshooting and communication
Resolve customer questions and requests to drive positive customer experiences and immediate issue resolution Provide customer with product and service information Follow up on customer inquiries to ensure satisfaction and issue resolution Research, communicate and resolve escalated customer issues Escalate unresolved issues to second level of support (CRM and IT) Represent SentriLock brand professionally and positively during customer conversations Follow up and respond to customer questions and serve as an internal liaison to report and resolve customer issues to appropriate internal stakeholders Communicate and provide regular updates to manager and customer relationship manager on status of customer happiness, unresolved issues or outstanding questions Research and report accurate and detailed information to internal stakeholders to ensure efficient and effective issue resolution Train on SentriLock product and service
Acquire training aids and instructional material from training and/or marketing for customer training sessions Prepare, test and operate audiovisual equipment for presentation Deliver effective training presentations to new and existing customers to present value, benefits and how to use the SentriLock product and system Collaborate with customer and internal team to determine training needs Track and monitor customer satisfaction and feedback on training Recommend continuous improvement approaches to future training Deliver outstanding association administrative support
Monitor and manage product inventory Assist with call tag and lockbox return process Tracking and reporting on association activity Adhere to customer processes Understand and operate firmware update process Other duties as assigned
Participate in projects assigned by manager Maintain and follow ISO standards Seek out and complete appropriate training, development and research Knowledge of department processes Support the mission, principles, and goals of the company
***This is an onsite position based in Orlando, FL***
Requirements
High School Diploma or Equivalent - Required
Associates Degree - Preferred
1+ years SentriLock experience - Preferred
2+ years Customer Service experience - Required
1+ years Basic knowledge of mobile devices - Required
1+ years SentriLock Train The Trainer - Preferred
1+ years Intermediate Excel - Required
3 year commitment on-site to support our customer
High energy, positive attitude, engaging personality and able to communicate effectively
Real Estate experience - Preferred
Deliver world class customer service through effective troubleshooting and communication
Resolve customer questions and requests to drive positive customer experiences and immediate issue resolution Provide customer with product and service information Follow up on customer inquiries to ensure satisfaction and issue resolution Research, communicate and resolve escalated customer issues Escalate unresolved issues to second level of support (CRM and IT) Represent SentriLock brand professionally and positively during customer conversations Follow up and respond to customer questions and serve as an internal liaison to report and resolve customer issues to appropriate internal stakeholders Communicate and provide regular updates to manager and customer relationship manager on status of customer happiness, unresolved issues or outstanding questions Research and report accurate and detailed information to internal stakeholders to ensure efficient and effective issue resolution Train on SentriLock product and service
Acquire training aids and instructional material from training and/or marketing for customer training sessions Prepare, test and operate audiovisual equipment for presentation Deliver effective training presentations to new and existing customers to present value, benefits and how to use the SentriLock product and system Collaborate with customer and internal team to determine training needs Track and monitor customer satisfaction and feedback on training Recommend continuous improvement approaches to future training Deliver outstanding association administrative support
Monitor and manage product inventory Assist with call tag and lockbox return process Tracking and reporting on association activity Adhere to customer processes Understand and operate firmware update process Other duties as assigned
Participate in projects assigned by manager Maintain and follow ISO standards Seek out and complete appropriate training, development and research Knowledge of department processes Support the mission, principles, and goals of the company
***This is an onsite position based in Orlando, FL***
Requirements
High School Diploma or Equivalent - Required
Associates Degree - Preferred
1+ years SentriLock experience - Preferred
2+ years Customer Service experience - Required
1+ years Basic knowledge of mobile devices - Required
1+ years SentriLock Train The Trainer - Preferred
1+ years Intermediate Excel - Required
3 year commitment on-site to support our customer
High energy, positive attitude, engaging personality and able to communicate effectively
Real Estate experience - Preferred