Association Support Representative-Orlando

Description

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

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

Bilingual in Spanish preferred