What are the responsibilities and job description for the Customer Service Representative position at PSA Security?

Job Description

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

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

Dependable and responsible, with an excellent work ethic and team focus

Professional demeanor

Ability to learn from mistakes, and a love of taking on new challenges

Excellent at managing expectations and risks

Fulltime - $21 - $24 per hour

Personal Characteristics

Living PSA’s core values :

Passion – We are passionate about our work and have fun doing it!

Integrity – We are honest and trustworthy

Boldness – We are forward thinking and innovative

Service – We live and breathe exceptional customer service

Ability to communicate in a professional manner with team members at all levels of the organization

Ability to perform under deadlines

Must work well in a team environment and / or with little supervision

Positive attitude and drive to reach the common goal

Position Type / Expected Hours of Work

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

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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information

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.

The PSA Network elevates the industries we serve by providing owners and members exceptional education, networking, services and connections with technology partners. Be the rising tide!

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Salary : $5

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