About Us

Alert Holdings Group LLC has built a reputation as a full-service life and safety provider of the highest quality products and services since 1962. With offices on Oahu, Maui, Big Island and Kauai we are able to provide standardized services statewide for life and safety systems like none other. We protect nearly 33,000 residential and commercial customers.

Role Overview

The Scheduler is the primary point of contact for our valued customers during business hours. This role addresses customer inquiries, resolves issues, and assists with a range of requests. The Scheduler will use problem-solving skills and product knowledge to ensure customers receive the best possible service.

Status: Full-Time, Non-exempt

Key Responsibilities

• Assist customers in troubleshooting technical issues over the phone. Investigate and resolve service problems by identifying root causes and providing effective solutions. Follow up with customers to ensure their issues are fully resolved. Create service tickets for issues that cannot be resolved over the phone, ensuring that detailed information is documented.
• Handle requests related to account management, including cancellations and transfers. Update and maintain customer records in the database. Assist technicians by ensuring accurate documentation of client accounts.
• Effectively communicate the value of our products and services to customers, aligning features with their specific needs.
• Accurately and thoroughly document service tickets with pertinent details related to the service agreements, inclusive of the scope of work. Verify completion of technician tasks and confirm all documents relevant to customer accounts uploaded. Open customer accounts by accurately recording information and ensuring data integrity.
• Review customer profiles to identify their unique needs and recommend appropriate services, including upgrades and new service options.
• Handle customer complaints via phone, email, or mail with professionalism and empathy. Work towards finding satisfactory resolutions to customer concerns.
• Generate and maintain reports related to customer interactions and service requests.
• Schedule service calls and appointments.
• Order parts for technician projects.
• Other duties as assigned

Qualifications

• High School Diploma or General Education Degree (GED)
• Two (2) years customer service experience or related field.
• Knowledge of and a proficiency in Microsoft Office applications (Word, Excel, Access, Outlook) and internet.
• Capacity to work independently, driven by self-motivation to successfully complete tasks
• Ability to analyze situations, identify root causes of issues and implement effective and sound decisions
• Strong written and verbal communications skills
• Ability to manage multiple tasks simultaneously, as well as organizational skills to manage schedules, coordinate tasks and ensure customer service processes run smoothly

Work Requirements

• This job requires sitting for extended periods of time in an air-conditioned facility.
• Daily use of headsets to communicate with customers.
• Answering calls, typing, and navigating computer systems.
• The noise level in the work environment is usually moderate.
• Monday through Friday, 8:00 am to 4:30 pm

EEOC Statement

UAS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws