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Hybrid Customer Service Representative presso Brivo

Brivo · Bethesda, Stati Uniti d'America · Hybrid

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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 is a US-based (Bethesda, MD or Lehi, UT) hybrid position; the shift is Monday through Friday from 11:30 am to 8:00 pm EST (9:30 am - 6:00 pm MST), with the opportunity for occasional overtime (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 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 5-week [paid] training schedule of M-F 9 am-5 pm EST; and the ability to travel to Bethesda, MD, to attend New Hire Orientation

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.

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