Customer Service Representative

Job Summary

The Customer Success Representative is an integral part of our support team reporting to the Customer Success Manager. The role involves serving as a liaison between customers and vendors, maintaining relationships, and ensuring customer satisfaction.

Pay Range: $21.00 – $24.00 per hour (hourly, non‑exempt)

• Respond to customer inquiries via phone and Net Suite cases.
• Adhere to Standard Operating Procedures and act as liaison between customers and vendors, processing orders and following up on cases.
• Provide accurate lead times for orders.
• Monitor open order backlog to update customers on potential delays.
• Provide shipping/tracking notifications.
• Provide licensing information.
• Promote the SAFE approach to deliver consistent, exceptional customer experiences.
• Speed to Service
• Accuracy
• Follow‑Through
• Every Time
• Uphold company brand and core values in a professional manner.
• Perform additional duties as assigned. Employees are expected to follow all job‑related directives and perform other tasks requested by their supervisor.

• 2–3 years of customer service experience.
• At least one year of data entry / order entry experience.
• Experience in security or insurance industries is a bonus.
• Authorization to work in the United States.
• High school diploma or GED.
• Experience with Net Suite is a plus.
• Excellent listening, verbal, and written communication skills.
• Customer focus, problem solving, people skills, strong computer proficiency, and a professional phone presence.
• Quick learning and adaptation.
• Desire to provide quality customer service.
• Organizational and time‑management skills with ability to multitask in a fast‑paced environment.
• Ability to work with little supervision.
• Dependable, responsible, with excellent work ethic and team focus.
• Professional demeanor.
• Excellent at managing expectations and risks.

• Honesty and integrity.
• Professional communication with team members at all levels.
• Ability to perform under deadlines.
• Learning from mistakes and a love of new challenges.
• High attention to detail.
• Strong time‑management and multitasking.
• Team‑player who can work with minimal supervision.
• Positive attitude and drive toward common goals.

Some flexibility in hours is allowed, but employees must be available during core work hours based on departmental needs.

The physical demands described here are representative of those that must be met 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 does not constitute an employment contract. Employees may be required to follow additional job‑related instructions and tasks as requested by management.