Customer Service Representative

Summary

As a Representative with our Customer Service team, you will engage with customers to troubleshoot basic technical issues and provide insights on Brivo's products and services. This remote role works with the second shift team: Monday - Friday, from 11:30 am - 8:00 pm EST. We welcome applications from US-based candidates that are local, hybrid, or fully remote.

Responsibilities

• Act as a customer advocate, collaborating with internal teams to resolve issues promptly
• Handle incoming cases, escalating when necessary to ensure timely resolutions
• Respond to customer inquiries via phone, chat, and email, maintaining high efficiency
• Document customer interactions and solutions in our case management system
• Keep customers informed about critical updates and system change

Qualifications

• 1+ years of call center experience in a technical setting is required
• Industry experience in physical security and access control is a plus
• Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT
• Strong service orientation with a passion for delivering exceptional customer experiences
• Ability to multitask, work independently, and contribute effectively to a team
• Excellent problem-solving skills, organizational/time management abilities, and ownership of issues
• Team-oriented with integrity, dependability, and adaptability
• Empathetic listener with stress management capabilities
• Excellent written and verbal communication skills with a knack for research
• Bilingual fluency in English and Spanish is a plus
• Familiarity with Salesforce or similar CRM platforms is a plus
• Willingness to work occasional Saturdays and/or holidays is preferred
• Employment offers are contingent upon successfully passing a background and credit check; the ability to commit to an initial training schedule (M-F, 9 am-5 pm EST); and the ability to travel to Bethesda, MD to attend New Hire Orientation

The expected total compensation package for this full-time, non-exempt position includes a base pay rate of $20.00 per hour. Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (includes base salary and, where applicable, may include incentive or overtime pay), Brivonians are eligible for benefits & perks (www.brivo.com/about/careers) based on their work locations.