Customer Care Representative

Department: Customer Care

Employment Type: Full Time

Location: Austin

Reporting To: David Cox

Compensation: $18.00 - $19.00 / hour

Overview

Brivo, Inc. is seeking a Customer Care Receptionist for our Austin, Texas headquarters. This individual provides positive, courteous and prompt customer service in handling customer requests and inquiries through phone calls, online chat and email. Requests can be related, but not limited to: order status updates, account and billing inquiries and questions from current or prospective Brivo resellers.

Key Responsibilities

• Answer inbound calls and direct to relevant internal departments
• Enter and process all inbound customer requests for product support
• Answers phone calls, performs initial triage and solves non-technical cases
• Assist in CRM input to ensure accurate data entry and detailed activity
• Provide professional support to sales, operations staff, and other internal departments as needed
• Participate in departmental meetings on a regular basis
• Perform other duties as assigned

• Respond to customer inquiries via phone, email and live chat.
• Provide accurate information about products, services, and company policies.
• Handle customer complaints and concerns professionally and empathetically.

• Identify customer needs and provide timely and effective solutions.
• Escalate complex issues to the appropriate department while ensuring follow-up.
• Document and track customer interactions in the CRM system.

• Stay up to date with company products, services, and promotions.
• Offer product recommendations and assist customers in making informed decisions.

• Strive to enhance the customer experience by maintaining a positive and helpful attitude.
• Conduct follow-ups to ensure customer satisfaction and retention.
• Collect customer feedback to help improve products and services.

• Process orders, returns, and exchanges efficiently.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to ensure seamless service delivery.

• High school diploma or equivalent.
• Proven experience in a customer care role is essential.
• Strong verbal and written communication skills.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in using CRM software and Microsoft Office Suite.
• Problem-solving skills with a customer-first mindset.
• Patience, empathy, and active listening skills.

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

The Brivo

Experience:

We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked work spaces—ensuring you have everything you need to stay focused while building the future of security.

Total Rewards:
We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and an unlimited Paid Time Off…