Customer Service Representative

Job Summary

The Customer Success Representative is an integral part of our support team (reporting to the Customer Success Manager). You will impact the overall success of our company by serving as a cheerful liaison between our customers and vendors, maintaining top‑notch relationships.

This role is hourly/non‑exempt with pay between $21.00 and $24.00 per hour.

• Respond to customers’ needs through various channels: phones and Net Suite Cases
• Adhere to Standard Operating Procedures and act as liaison between customers and vendors in processing and follow up on orders and cases
  • Provide accurate lead time of orders
  • Monitor open orders backlog to provide timely updates to customers of potential order delays
  • Provide timely shipping/tracking notifications
  • Provide timely licensing information
• Promote the SAFE approach to provide consistent exceptional customer experiences
  • Speed to Service
  • Accuracy
  • Follow‑Through
  • Every Time
• Uphold the company’s brand and core values in a professional manner
• Other duties as assigned. Employees are required to follow all job‑related directives and perform other tasks as requested by their supervisor

• 2‑3 years customer service experience
• At least one year of data entry/order entry experience
• Experience in security or insurance industries is a bonus (but not required)
• Authorization to work in the US
• High school diploma or GED
• Experience with Net Suite is a plus
• Fantastic listening skills
• Excellent communication skills, both verbal and written
• Customer focus, problem solving, people skills, strong computer proficiency and a good phone presence
• Ability to learn and adapt quickly
• Desire to provide quality customer service
• Great organizational and time management skills with the capacity to multitask in a fast‑paced environment
• Ability to work with little supervision
• Dependable and responsible, with excellent work ethic and team focus
• Professional demeanor
• Excellent at managing expectations and risks

• Honesty and Integrity
• Ability to communicate in a professional manner with team members at all levels of the organization
• Ability to perform under deadlines
• Ability to learn from mistakes and a love of taking on new challenges
• High level of attention to detail
• Great with time management and multi‑tasking
• Must work well in a team environment and/or with little supervision
• Positive attitude and drive to reach the common goal

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by management. Management has the right to add to, revise, or delete information in this job description.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.