Customer Service Representative

Overview

Location: Austin, Texas

Job : 41150

The Customer Service Representative II is a pivotal member of the North American Physical Access Control Solutions division, headquartered in Austin, TX. Reporting to the Team Manager, this Level 2 role not only delivers exceptional customer service but also demonstrates leadership by mentoring peers, managing escalated cases, and serving as a subject matter expert on HID products and processes.

About HID

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

Physical Access Control Solutions (PACS):

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Are you ready to make a difference? Join us and help shape the future of security.

• Serving as the primary escalation point for complex customer issues, delivering expert guidance and timely resolution via both phone and email communications.
• Mentoring and supporting Level I Customer Service Representatives, fostering best practices, process adherence, and continuous professional development within the team.
• Collaborating closely with Regional Sales, Inside Sales, Order Management, and other departments to resolve customer orders and address high-impact challenges, ensuring effective communication and solutions.
• Developing and maintaining advanced expertise in HID products and services, actively participating in ongoing training and acting as a key information resource for team members.
• Representing the Customer Service Team as a subject matter expert on projects and testing initiatives, contributing specialized knowledge and insights as needed.

• Minimum of three years’ customer service experience required, with demonstrated leadership or mentoring experience preferred.
• High school diploma required; associate’s or bachelor’s degree in business, technology, or a related field strongly preferred.
• Fluency in English, with exemplary verbal and written communication skills and the ability to influence and teach others.
• Strong initiative, advanced judgment, and the ability to prioritize and manage multiple complex tasks with accuracy and efficiency.
• Proficiency with Microsoft Office Suite; advanced experience with Salesforce and Oracle preferred.
• Demonstrated commitment to high professional standards, business etiquette, and leadership in customer service excellence.

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID…