Customer Service Representative

Customer Service Representative I, Access Management

The Customer Service Representative (CSR1) acts as the first point of contact for customers needing assistance with walk-up or in-person building access and security credentials. This role ensures a smooth experience by answering questions, resolving access issues, and preventing delays at entry points. Responsibilities include processing badge requests submitted through the Self-Service Portal, handling in-person inquiries, troubleshooting problems, and escalating complex cases to the appropriate teams. The CSR1 also keeps customers informed throughout the process and performs administrative tasks as needed to support overall operations.

Essential Functions:

• Greet and assist all customers with building access requests, while ensuring quality customer service.
• Process incoming access requests, leveraging the Self-Service Portal platform.
• Coordinate issuance and administration of physical access cards and smart cards.
• Enroll in person/walk-in Biometric Fingerprints, support secure access location.
• Provide tier 1 support for Smart Card issuance pertaining to Multi-Factor Authentication.
• Monitor the system and respond in accordance with prescribed access control procedures.
• Process incoming mail and packages.
• Use shipping tools to create shipment requests and track packages worldwide to ensure delivery.
• Assist with procedural review, analysis, and process development.
• Maintain an in-depth knowledge of all established policies and procedures and update internal documentation accordingly.
• Explore and adopt changing technology in preparation for, and to accommodate evolving company needs.

Key Competencies:

• High attention to detail and well-developed organizational skills.
• Ability to identify key issues and escalate as needed.
• Ability to work with external teams in a professional and courteous manner.
• Able to work in a fast-paced environment while effectively making decisions.
• Ability to learn new technically involved tasks as needed.
• Proficient problem solving, analysis, and research skills.
• Ability to work in a team environment and able to complete tasks in a timely manner.
• Ability to work independently with little to no supervision.
• Positive customer service experience with strong listening skills and patience.
• Ability to work professionally and productively with others.
• Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition.

Minimum Hiring Standards:

• Must be at least 18 years of age.
• Must have a reliable means of communication (cell phone).
• Must have a reliable means of transportation (public or private).
• Must have the legal right to work in the United States.
• Must have the ability to speak, read, and write English.
• Must have a High School Diploma or GED.
• Must be willing to participate in the Company's pre-employment screening process, including drug screening and a background investigation.

Education and Experience:

• Associate degree and 3+ years of work experience in a related field that demonstrates high-level support experience leveraging technology and systems. An equivalent combination of education, certifications, and/or experience may be considered in lieu of a degree.
• Proficiency in Microsoft Suite including Teams, SharePoint, Microsoft Outlook, Word, Excel required.
• Experience with LENEL and Rightcrowd access control systems is a plus.
• Experience with ServiceNow system is a plus.

Working Conditions and Physical/Mental Demands:

With or without reasonable accommodation, the candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:

• May be required to occasionally work nights or weekends to support global or emergent issues.
• Maintain composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.
• Required ability to handle multiple tasks concurrently.
• Computer usage, which may include prolonged periods of data analysis.
• Handling and being exposed to sensitive and confidential information.
• Occasional lifting and/or moving up to 10 pounds, and occasionally 25 pounds.

Securitas is committed to diversity, equity, inclusion, and belonging in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic.