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 position is based at our Bethesda, MD headquarters office; the schedule is Monday through Friday from 11:30 am to 8:00 pm EST, with the opportunity for occasional overtime on Saturdays and Holidays.

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 changes

Qualifications

• 2+ 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 an 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
• Employment offers are contingent upon: successfully passing a background and credit check; the ability to commit to an initial 5-week [paid] training schedule of M-F 9 am-5 pm EST

The total compensation package for this full-time position includes an hourly wage of $20.00/hr. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location. Learn more at www.brivo.com/about/careers.