Customer Experience Associate - Call Center

Position Overview

At Vector Security, we Think Big, Do the Right Thing, and Make a Difference Every Day. Join our Shared Services team as a Customer Experience Associate. This full remote position is available from the United States and based entirely from home. In this fast-paced virtual contact center role, you will handle inbound and outbound communications with customers via phone, chat, email, and text; troubleshoot issues, update accounts, and escalate to technical support when necessary – all while accurately documenting every interaction.

Key Responsibilities

• Receive inbound communications from customers across multiple channels and provide positive experiences while adhering to quality standards and ensuring real‑time first call resolution.
• Enter accurate and complete documentation of all customer interactions into the business application.
• Review open work orders and conduct outbound calls, emails, texts, and chats to identify and resolve potential issues.
• Discuss our referral program along with new products and offerings with customers.
• Achieve individual call metrics to help increase our overall service level.

Required Qualifications

• High School Diploma or equivalent.
• One year of relevant customer service experience.
• Awesome communication skills with an upbeat attitude and the ability to de-escalate situations; comfortable interacting via telephone, email, chat, and text.
• Ability to make sound decisions after gathering necessary customer information.
• Strong organizational skills to meet deadlines.
• Willingness to learn and effectively use the current business application.
• Ability to manage a high call volume and adapt to meet business needs.
• Basic understanding of how alarm panels function to provide clear explanations to customers.
• Willingness and ability to obtain and maintain state-mandated licenses and technical certifications.
• Ability to work from home without distractions.

Benefits & Perks

• Competitive compensation with incentive eligibility
• Medical, dental, and vision coverage
• HSA/FSA programs
• Company paid life and AD&D insurance
• Company paid short‑ and long‑term disability
• Voluntary benefit products
• 401k retirement savings plan after just 60 days
• 7 Company Holidays plus 2 Floating holidays of your choice
• Paid Time Off
• Tuition reimbursement
• Employee Assistance Program (EAP)