Account Representative

About the Organization:

Envera Systems is a leading provider of smart community security and access control solutions, offering cloud-based technology that enhances safety, convenience, and peace of mind. Our platform integrates video surveillance, virtual gate services, and access control to support communities nationwide. With a growing, multi-state presence, Envera is committed to innovation, operational excellence, and delivering exceptional customer experiences through a collaborative, hands-on team.

Primary Objective:

The Account Representative is responsible for managing phone and email communications with key account contacts, maintaining accurate account records, and educating clients on video and access control tools. This role supports Account Managers through research, reporting, and issue resolution while appropriately routing and escalating inquiries.

Responsibilites:

• Process phone and email transactions, mainly for key account contacts (board members and property managers)
• Maintain all verification standards.
• Maintain and assist in updating account records across multiple databases
• Understand and be able to explain all services included for customer accounts.
• Work closely with and support Account Managers with account specific research and concerns.
• Client education and training to clients on all available tools/software for video and access control.
• Direct and/or escalate incoming messages to the appropriate department for resolution.
• Run reports for internal and external usage.
• The Account Representative will work under close supervision during the first 90 days.
• Must adhere to both company and departmental policies.

Qualifications:

• High School Diploma or GED required; must be at least 18 years of age.
• Minimum of 2 years of relevant experience; prior call center or alarm monitoring experience is a plus.
• Must have a quiet, professional home work environment with a hardwired internet connection (minimum 20 Mbps download; Wi-Fi not acceptable).
• Strong communication, active listening, and interpersonal skills.
• Self-motivated with a professional, team-oriented attitude.
• Proficient with computers, keyboards, and phone systems.
• Highly organized with attention to detail and sound decision-making skills.
• Ability to meet performance standards related to quality, professionalism, and verification.

• Willingness to work overtime as needed.
• Able to work collaboratively in a fast-paced, team-driven environment.
• Flexible and adaptable to changing tasks and priorities.
• Comfortable interpreting instructions in written, verbal, or digital formats.
• Maintains composure and professionalism in high-pressure situations.
• Bilingual proficiency is preferred.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Ability:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Communicate and converse, maintain a stationary position (standing and sitting), move/traverse, kneel and bend.
• Use fingers and hands, handle, feel and reach with hands and arms for extended periods of time.
• Occasionally required to climb or balance; stoop; kneel, or crouch
• Specific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.
• Ability to occasionally lift and carry up to 25 lbs
• Ability to uphold the stress of occasional traveling.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

EEO Statement:

Envera Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Envera Systems complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Envera Systems expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Envera Systems employees to perform their job duties may result in discipline up to and including discharge.

Must pass background check and drug screening.