Customer Service Specialist

Roll Kall was founded by a retired police officer with one goal in mind: help public safety professionals—police, firefighters, EMTs—connect with their communities through something called off-duty work. These are extra-duty jobs that enhance local safety while putting some extra cash in first responders’ pockets.

We built the platform that makes it easy, efficient, and trusted—for departments, officers, and the organizations that need them.

Join Roll Kall as a Customer Service Specialist and be the real-time lifeline for officers, agencies, and communities!

As a Customer Service Specialist, you’ll handle inbound calls and emails, manage critical workflows, and keep operations running smoothly. You will manage the administrative, scheduling, and financial aspects of officers working extra-duty jobs, ensuring compliance with agency policies and timely compensation. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and can deliver exceptional customer experiences independently.

• Manage 90+ inbound customer service inquiries weekly via phone, email, and chat
• Act as a liaison between officers, law enforcement agencies, and businesses to ensure smooth job placements
• Provide account, workflow, and platform support to agencies, officers, and customers through our ticketing system
• Create, post, and manage off-duty job assignments with attention to agency compliance requirements
• Resolve scheduling conflicts, cancellations, and last-minute coverage needs in real time
• Troubleshoot billing and payment issues, verify officer hours, and reconcile payment discrepancies
• Monitor and respond to support tickets within defined SLA targets (response time, resolution rate)
• Process officer payroll submissions and ensure timely, accurate compensation
• Escalate urgent or complex issues to management with clear documentation
• Maintain accurate customer records and interaction history in Salesforce
• Compile and review invoices, payments, and operational data for reporting
• Generate reports on service metrics, common issues, and operational trends
• Document processes, issues, and resolutions for knowledge sharing and team training
• Coordinate with law enforcement agencies on certification requirements and policy updates
• Handle escalated customer complaints with professionalism, empathy, and urgency
• Participate in ongoing training on public safety protocols and local agency requirements

Salesforce (CRM and Service Cloud), Slack, Google Workspace, reporting and financial systems; quickly learn proprietary scheduling and workforce management platforms

Required:

• 2+ years in customer support or call center roles with demonstrated experience using CRM/ticketing systems (Salesforce preferred)
• Strong multitasking and troubleshooting skills in fast-paced, deadline-driven environments
• Excellent verbal and written communication skills with a professional, solution-oriented tone
• Experience handling confidential personnel and financial information with discretion
• Detail-oriented with strong organizational skills and ability to prioritize competing demands
• Independent worker who can make sound decisions with minimal supervision
• Customer-first mindset with empathy, professionalism, and strong conflict resolution skills
• Quick learner of proprietary platforms, workflows, and industry-specific requirements
• High school diploma or equivalent required

Preferred:

• Experience in SaaS, marketplace, or scheduling platforms
• Background working with law enforcement, public safety, government clients, or similar regulated industries
• Familiarity with workforce management, scheduling software, or payment processing systems
• Track record of maintaining 95%+ customer satisfaction scores or similar performance metrics
• Associate's degree or relevant customer service certifications

One Team (people first, trust each other, care, diversity and inclusion), Servant Leadership (do the right thing, question authority), Humbition (humility, ambition, think big and have empathy for our users), and Deliver Results (bias for action, innovate, embrace change).

• Full-time hourly position
• Work in the office three days per week (Tuesday, Wednesday, Thursday) unless authorized otherwise
• Employee Assistance Program
• Maternity and Parental Leave
• Sick, Vacation time, and Paid Holidays

Roll Kall Technologies is committed to a diverse and inclusive workplace. Roll Kall is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.