What are the responsibilities and job description for the Customer Service Representative position at PSA Security Network?
Job Summary
The Customer Success Representative is an integral part of our support team (reporting to the Customer Success Supervisor). You will impact the overall success of our company by serving as a cheerful liaison between our customers and vendors, maintaining top-notch relationships.
Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.
PSA is the world’s largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations.
PSA’s mission is to empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.
Essential Duties And Responsibilities
Experience Requirements
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The Customer Success Representative is an integral part of our support team (reporting to the Customer Success Supervisor). You will impact the overall success of our company by serving as a cheerful liaison between our customers and vendors, maintaining top-notch relationships.
Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.
PSA is the world’s largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations.
PSA’s mission is to empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.
Essential Duties And Responsibilities
- Respond to customers’ needs through various channels, emails, NetSuite cases, and phones
- 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
- Promotes the SAFE approach to provide consistent exceptional customer experiences
- Speed to Service
- Accuracy
- Follow-Through
- Every Time
- Upholds the company’s brand and core values in a professional manner
- Employees are required to follow all job-related directives and perform other tasks as requested by their supervisor
- Other duties as assigned
Experience Requirements
- 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 NetSuite 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
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