Customer Support Specialist

Description:

Top 100 Workplace in Dallas: Kings III is honored to have been recognized by the Dallas Morning News as a Top 100 Workplace in Dallas and on the national scale for Top Workplaces USA. Results are solely based on survey responses from our team members, and we are proud to have ranked in the top 5% for multiple culture drivers including clued-in employees, supportive managers, strong values, meaningful work, leaders-in-the-know, employee appreciation and cross-team cooperation.

Video: Hear from Our Team on What Makes Kings III a Top Place to Work

Kings III Emergency Communications – Customer Support Specialist

The Team:

Here at Kings III, our Customer Service team is the first point of contact for customers to call and email. We are a support-oriented team that prioritizes troubleshooting equipment and walking customers through diagnosing their device issues. Every day, we provide critical communication services to help people in distress.

With each customer interaction, we deep dive into the account history to identify potential problems and educate customers on how to operate their emergency phones.

We aim for a well-rounded knowledge base that covers a variety of equipment and processes. We’re in tune with local code requirements. We know how to spot phone line or power issues. We love taking all the pieces and helping our customers solve their puzzle.

When troubleshooting isn’t enough, we schedule service appointments across the United States. We proactively review maintenance reports from our emergency dispatch center, often addressing equipment issues before the customer is even aware of them.

The Role:

As a Customer Support Specialist, you'll be the go-to expert for our customers. You will provide the basic technical support and creative solutions they need to keep their equipment running smoothly.

• Problem Solver: Your catchphrase might be “Let’s fix this together!” You relish a challenge, have a knack for analyzing, and enjoy pinpointing problems. You take pride in doing what is right, fueled by the sense of accomplishment from a job well done.
• Tech Savvy: You’re comfortable with technical support, able to patiently walk customers through multiple steps utilizing various tools and software. Adaptability to new technologies and processes in a fast-paced environment is a must.
• Customer-Centric: Empathy comes naturally. You have a passion for helping others and a commitment to providing outstanding customer service. You make each call your own, building rapport and providing a positive experience for your customers.
• Excellent Communicator: You have exceptional verbal and written communication skills with the ability to explain technical concepts in a clear and concise manner. You listen to understand each customer’s situation, offering your knowledge and expertise with kindness.
• Detail-Oriented: Precision and accuracy are your middle names, ensuring no detail goes unnoticed.
• Team Player: Others can count on you. You thrive in a collaborative environment and are always willing to lend a hand to your teammates. You are confident, self-motivated, and focused.

Responsibilities:

• Engage with customer/colleague inquiries via phone and email
• Interact with multiple software platforms to investigate accounts
• Keep detailed records of customer interactions, issues, and resolutions
• Troubleshoot and diagnose emergency phone hardware/programming issues
• Schedule service appointments
• Review internal maintenance requests
• Educate and empower customers with the knowledge to prevent future issues
• Collaborate and communicate with other departments
• Any other duties as assigned by supervisor/manager

Company Benefits:

• Medical, dental, vision, life, disability insurance plans offered.
• 401k plan with company match.
• Employer paid telemedicine benefits.
• Eight scheduled paid holidays, plus one paid floating holiday each year.
• 15 days of paid time off accrued in the first year.

About Our Company:

At Kings III, we provide critical communication services to help people in distress. We answer the call when seconds count. We know because we’ve been making them count when it matters most for over 30 years. Our best-in-class emergency dispatch service helps our customers reduce risk, mitigate liability, and lower their cost, all while simultaneously allowing them to provide better care to their team members, tenants, and guests.

Our primary client base includes commercial and multi-family real estate owners and property managers and the most common areas we provide emergency dispatch services are in elevators and at poolside. Our customer retention rate is amazingly high at nearly 98%. Most important to our team and our customers alike is that we stand behind what we sell and service. If there is a problem, we fix it, period. We are in the life safety business and understand our service must work when needed.

More than 18% of our team has been with Kings III for 10+ years, and many of them for much longer. We care who we bring on board, and nothing matters more than keeping our company culture intact and thriving.

What we do here really matters – not just for our customers and our callers, but for our team members as well. HOW we do it matters even more.

Kings III Core Values:

You will find our core values, listed below, deeply engrained in the fabric of the company. It’s important that everyone in the business is dedicated to these values as we work to lead and grow a team of good citizens – internally and externally speaking.

1. Honesty & Integrity

2. Service to the customer above all else.

3. Do what is right.

4. Good enough is not good enough; pursue excellence.

5. Encourage individual initiative and growth.

Kings III is an Equal Opportunity Employer and committed to maintaining a drug-free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Requirements:

• High school diploma or equivalent required
• Punctual and regular attendance 40 hours a week
• Computer competency
• Oral communication skills – demonstrate clarity and confidence on the phone
• Written communication skills – capable of professional and polished email correspondence
• Proficient in Microsoft Excel
• Previous experience in customer service, technical support, or another related field
• Bi-lingual in English/Spanish a plus