Customer Experience Representative

Job overview

The Customer Experience Representative position is onsite in Aurora, IL. Pay is $20–$22 per hour. Alarm Detection Systems provides security, fire alarm, video surveillance, access control, and monitoring solutions to businesses and homeowners. As a primary customer contact, the representative answers questions, coordinates service and scheduling, supports field technicians, and documents customer interactions. The role helps resolve customer needs and keep service operations and communication moving smoothly.

What you'll do

• Handle inbound and outbound customer communications by phone, email, text, and web submissions
• assist with account questions, service requests, billing concerns, scheduling, and general support
• identify customer needs and work toward solutions
• coordinate inspections, service requests, and appointment changes
• support field technicians with customer information, account details, troubleshooting, and operational support
• monitor communication channels and follow up
• document interactions and resolutions
• assist the Service Department with outreach and call campaigns
• recommend ADS products or services when applicable
• escalate complex concerns
• maintain records and learn company systems and applications.

What we're looking for

Skills & competencies

customer experience representative

full-time

onsite

aurora il

alarm detection systems

customer service

call center

service scheduling

field technician support

security systems

$20–$22/hr

high school diploma required

tuition reimbursement

paid parental leave

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, vision, and life insurance
• 401(k) with employer match
• paid time off and holidays
• paid parental leave
• employer-paid short-term disability
• tuition reimbursement
• employee assistance program
• professional development and training
• employee, friends, and family discounts.

Why this role

Full-time onsite office role; high school diploma or equivalent and 1–2 years of customer service or call center experience required; bilingual English/Spanish is a plus.

About the employer

Alarm Detection Systems is hiring for this role. Industry: Security Systems Services (except Locksmiths). Sector: 56.