Data Entry/Customer Service Representative (Fountain Valley)

PURPOSE Under frequent general supervision from the Data Entry Supervisor, the Data Entry clerk will provide assistance to the customers, technicians and sales personnel calling for assistance with their central station information, signals, zones, passwords and other sensitive and confidential data. This position will also interact with and provide a point of coordination between management, technicians in the field, sales staff, and billing/accounting (audit functioning and billing verification) to ensure all completed installations, transfers and systems that are loaded at the Central Station proceed with minimum difficulty and results in overall exceptional customer satisfaction. ROLE AND RESPONSIBILITIES • Answers incoming phone calls from customers -- assist with questions regarding alarm activations, actuals, etc. • Produce reports (no timer test, no activity test, service ticket follow up) and input data in the customer’s database file. • Review MasWeb account history with client and fax/email histories as needed. • Trouble shooting problems/issues with clients with respect to their accounts (either service related or understanding their alarm activity or system); • Ensure customer satisfaction by answering the telephone promptly, courteously & professionally at all times, in addition to supporting all internal customers in the same manner. • Assist with special projects on an as needed basis. • Assist with auditing NMC invoice vs. accounting system to ensure that we are not monitoring systems which are cancelled. • Refers non-routine questions & inquiries to supervisor. QUALIFICATIONS AND EDUCATION REQUIREMENTS • Education - High School diploma or equivalent. • Previous Experience – A minimum of 3 years in the data entry, clerical or customer service field or a related position. • Certificates, Licenses, Registrations – Must have, or be able to pass current Alarm Company Employee registration requirements as issued through California Bureau of Security and Investigative Services. REQUIRED SKILLS • Special Skills and/or Desirable Qualifications – Ability to handle a high volume of telephone calls with excellent telephone skills. Experience in coordinating projects from start to finish with strong detail orientation. Ability to work overtime if needed. Good time management, organizational and multitasking skills. Must be able to work during times of high workloads. Must be able to work with a variety of people of all skill levels. • Language Skills – Strong written and verbal communication skills a must. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. • Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be able to effectively deal with all problems arising from the management of several construction/customer projects simultaneously. Effective negotiation and excellent analytical skills. Strong time management, organizational and multitasking skills. Ability to plan each day while adapting to constant interruptions. Ability to maintain employee confidentiality and treat employees with respect at all times. • Computer Skills - Working knowledge of Windows XP, Microsoft Office, including Word, Excel, Access, and Outlook. PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly/frequently required to use hands to finger, handle or feel objects, equipment or controls and talk or hear. The employee must occasionally lift and/or move up to 25 lbs. The employee must be able to drive, sit, walk, stand, bend, reach with hands and arms, stoop, kneel, crouch, crawl, climb and balance. Specific vision and abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Regular attendance is required. The noise level in the work environment is usually medium to moderate. JMG is a growing company in need of exceptional people who thrive on success and reward. If this is you, please apply through our Career page on our website https://jmgsecurity.com/about/careers/ JMG is proud to be an Equal Opportunity Employer - Corporate office is located in Fountain Valley, California.