Customer Service Representative

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The Customer Service Representative is a key role for Guardian Access Solutions as they are the first point of contact all customers. This role is responsible for delivering exceptional customer support by handling inbound calls, assisting with service ticket entry, and providing support for Accounts Payable and Accounts Receivable tasks. The ideal candidate will have strong communication skills, attention to

detail, and the ability to multitask in a fast-paced environment.

Essential Job Functions

• Answer and manage inbound phone calls from customers in a prompt, courteous and professional manners; making all phone calls the primary priority
• Document required service needs information in a clear and concise manner on the service ticket
• Engage in active listening with every customer, asking relevant questions to accurately identify their needs, concerns, or issues.
• Diagnose and resolve basic service inquiries while assisting with work order modifications as needed.
• Maintain complete and accurate information from the customer and document into the service ticket for the Service Department Manager
• Address customer complaints with professionalism, assess the need for de-escalation, and resolve issues effectively to ensure customer satisfaction
• Responsible for assisting with Accounts Payable; processing invoices, verifying accuracy, purchase orders, ensuring timely payments to vendors, and maintaining proper documentation and compliance
• Responsible for assisting with Accounts Receivable; generating and issuing invoices, tracking outstanding balances, following up on payments, and managing collections efficiently
• Consistently provide professional, empathetic, and positive customer interactions to ensure exceptional service.
• Foster effective teamwork and collaboration, while serving as a liaison between internal technicians and customers
• Adherence to safety guidelines and policies
• Exhibits regular and punctual attendance at work and provides appropriate flexibility
• Other job-related duties as assigned

Qualifications

• 2 – 3 years customer service experience, including inbound and outbound call experience, is required
• Prior experience in accounting, with a focus on Accounts Receivable and/or Accounts Payable, is required
• Experience working with general office equipment and a multi-line phone system is required
• Experience with Microsoft Office Suite and Sage is preferred
• Previous experience working as a service advisor or in a call center with high call volume is preferred
• As a condition of employment, employer will conduct a background check and drug screen prior to hire
• Valid Driver’s License with a clean driving record
• Ability to understand, speak and write English

Education And Certifications

• High School diploma, GED or equivalent

Benefits

Full Time employees eligible to participate in benefit programs including medical, dental, vision, and voluntary life insurance options. Basic Life/AD&D, Short Term Disability, and Long Term Disability available at no cost to Full Time employees after the benefit waiting period.

Additional Information

• Compensation Range: hourly, based on experience
• Position is fully onsite in our Marietta office, with fulltime hours from 7:30am-4:30pm
• PTO and Holiday pay provided + weekly payroll every Friday

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and interpret directions. The employee frequently is required to use hands or fingers with appropriate dexterity.

The employee is required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Work Environment

Work is performed in a fast-paced office, attached to a warehouse setting with frequent interruptions. Occasional need to travel to other locations as necessary.

Other

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job…