Customer Service Representative

Safe Haven Security, a national leader in smart home and security solutions and a top Authorized ADT Dealer, is seeking a Customer Service Representative to support residential and small-business customers. In this fast-paced, performance-focused role, you'll handle inbound calls, emails, and chats, resolving service, billing, and basic technical issues while educating customers on smart home and security features. Working closely with sales and installation teams, you'll ensure smooth onboarding, accurate account updates, and high customer satisfaction in a driven, team-oriented environment.

Responsibilities

• Serve as the primary point of contact for residential and small-business customers regarding smart home and security services
• Handle inbound calls, emails, and chats to resolve service issues, billing questions, and technical concerns
• Guide customers through system features, troubleshooting steps, and basic smart home automation setup
• Coordinate with sales and installation teams to schedule service visits and ensure smooth onboarding
• Document customer interactions accurately in CRM systems and follow up to ensure resolution
• Educate customers on new products, upgrades, and monitoring options that enhance home protection
• Meet and exceed performance metrics for response time, call quality, customer satisfaction, and retention
• Support 24/7 monitoring operations by escalating critical security events per company protocols
• Contribute to a fast-paced, team-based environment focused on continuous improvement and learning

Required Skills

• Customer support
• Call center operations
• CRM software
• Ticketing systems
• Technical troubleshooting
• Smart home technology basics
• Security system basics
• De-escalation techniques
• Verbal and written communication
• Time management