Meet the Customer Care Team

Here at Pinnacle, customers are our #1 priority. That means that we’re doing everything we can to make sure that every interaction our customers have with us is a positive one. We understand that even if you love the equipment we have to offer, you’re getting a great price, and you love having our security system in your home, unless we also consistently offer you quality customer service, we’re not giving you the experience that you deserve with our company. It’s important to us that when you need assistance, you are able to contact a friendly, knowledgeable, efficient agent and get your problem resolved quickly. We’d like to introduce you to some of our customer care employees and give you an idea of what they do every day to offer every Pinnacle Security customer the quality service that they deserve.

Quality and Training Kyle

Say hello to Kyle, a member of our quality and training team. This is a department that you will most likely never speak to directly, but one that helps you in a big way. Kyle says that their mission goal is to prepare new hires to better serve our customers, knowing that the better our employees are trained, the better they’ll be able to serve you. This department works hard to cross-train across departments so that all employees know more about Pinnacle and are more likely to be able to take care of you in one call, instead of needing to transfer you to another department. We strive for one-call resolution—so if you have both a billing question and a simple question about the operation of your alarm, we want to get you on the line with one agent who can help you with everything you need.

Our Quality team listens in on agents phone calls to evaluate their performance and make sure that all agents are delivering quality service. They grade calls based on how knowledgeable, helpful, respectful and friendly the agents are. Based on the results, we coach individual agents on how they can improve, and when there are patterns, we develop broader trainings to improve the areas where our service is lacking.

Account Creation Cameron

Account Creation will be your first contact with Pinnacle’s Customer Care team. We know that this is important—that’s why you’ll speak with someone like Cameron who will always make a good first impression! He will request important information necessary to set up your account, including your name, DOB, address, home phone number, the type of system you’ve chosen to have installed, and the monthly monitoring rate associated with that setup. He’ll speak with you to verify that we’ve entered everything correctly so that we can make sure there are no mistakes on your account. Our Account Creation agents are very detail-oriented and know that is critical that everything on your account be accurate. We’ll take care of your account up through the installation, speaking with you before the technician leaves to make sure that he explained everything clearly and that you’re satisfied with his service.

Customer Service Ashley

This is Ashley, a member of our Customer Service department. She is well-trained to listen carefully and help you resolve any problems or questions you have dealing with billing, alarm permits, move or cancellation requests, or sending a technician to your home. If you prefer to contact us by email, you can send us a message at service@pinnaclesecurity.com or customercare@pinnsec.com. You will receive a call from a customer service rep about 48-72 hours after sending the email, or you can request a time for us to call back when it is most convenient for you.

Technical Support Rachel

Last but not least, meet Rachel from Technical support. She and her coworkers have an in-depth knowledge of our equipment and how it works. If you have any problems or questions dealing with your equipment or how to use your system correctly, she is the girl for you. She’ll troubleshoot and have your problem fixed in no time. She’d also be happy to walk you through logging into your online Mobile Control account, installing the ap on your smart phone, or resetting your Mobile Control password if you’ve forgotten it. Technical support strives to solve all of your technical issues over the phone and are able to do so 85% of the time, so it’s unlikely that we’ll have to send a technician out to look at a problem.

In order to offer you around the clock service, our customer service and technical support departments are now open 24 hours a day, 7 days a week. We want you to be happy with your system and our service, so don’t ever hesitate to give us a call and let us help you out!

Contact information:

Customer Service
Phone: 1.877.746.7233

Tech Support
Phone: 1.866.722.9030