Customer Care Representative

EPS Security is Michigan's largest family-owned security provider with over 65 years of experience securing homes and businesses throughout the Great Lakes state. What started as a local security company has grown into a state-wide operation, now operating in four cities across Michigan, employing over 200 dedicated Michiganders, and providing security services to more than 30,000 satisfied customers. EPS Security is committed to protecting the community with reliability and innovation, offering comprehensive security solutions that meet the ever-evolving needs of its clients. The company values its employees as the backbone of its safety operations and seeks talented individuals to join its team and contribute to its mission. The organization actively supports veterans, with nearly 25 percent of its workforce consisting of veterans from the armed forces, and encourages applications from this valued community. With a strong emphasis on inclusive employment, EPS Security provides reasonable accommodations throughout the hiring process as an Equal Employment Opportunity (EEO) employer.

The Customer Care Representative at EPS Security plays a vital role within a collaborative, fast-paced, and experienced team working together to deliver outstanding service to customers. This role involves responding promptly and professionally to customer inquiries via phone and email, including handling complaints with patience and care. By utilizing retention tools effectively, the representative seeks to maintain and enhance customer relationships throughout the customer lifecycle. Understanding each phase of the customer journey enables this individual to assist customers at any point, ensuring their needs are met comprehensively.

The position requires collaboration with various departments to efficiently resolve customer concerns, ensuring a seamless experience. The Customer Care Representative is also expected to consistently meet or exceed key performance indicators, such as email processing and call handling goals, thereby contributing to the company's overall customer satisfaction targets. Additionally, the role includes performing administrative duties as assigned, supporting the broader team and operational objectives. This is an excellent opportunity for individuals passionate about customer service and looking to grow their careers in a reputable, long-established security company known for its community commitment and employee support.