Customer Care Representative

Job Description

Job Description

Description

Overview

Brivo, Inc. is seeking a Customer Care Receptionist for our Austin, Texas headquarters. This individual provides positive, courteous and prompt customer service in handling customer requests and inquiries though phone calls, online chat and email. Requests can be related, but not limited to: order status updates, account and billing inquiries and questions from current or prospective Brivo resellers.

Key Responsibilities

• Answer inbound calls and direct to relevant internal departments
• Enter and process all inbound customer requests for product support
• Answers phone calls, performs initial triage and solves non-technical cases
• Assist in CRM input to ensure accurate data entry and detailed activity
• Provide professional support to sales, operations staff, and other internal departments as needed
• Participate in departmental meetings on a regular basis
• Perform other duties as assigned

Responsibilities

Customer Interaction

• Respond to customer inquiries via phone, email and live chat.
• Provide accurate information about products, services, and company policies.
• Handle customer complaints and concerns professionally and empathetically.

Problem Resolution

• Identify customer needs and provide timely and effective solutions.
• Escalate complex issues to the appropriate department while ensuring follow-up.
• Document and track customer interactions in the CRM system.

Product Knowledge

• Stay up to date with company products, services, and promotions.
• Offer product recommendations and assist customers in making informed decisions.

Customer Satisfaction

• Strive to enhance the customer experience by maintaining a positive and helpful attitude.
• Conduct follow-ups to ensure customer satisfaction and retention.
• Collect customer feedback to help improve products and services.

Administrative Support

• Process orders, returns, and exchanges efficiently.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to ensure seamless service delivery.

Required experience

• High school diploma or equivalent.
• Proven experience in a customer care role is essential.
• Strong verbal and written communication skills.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in using CRM software and Microsoft Office Suite.
• Problem-solving skills with a customer-first mindset.
• Patience, empathy, and active listening skills.

Why Work for Brivo?

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

Why Your Work Matters
Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security. 

Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and an unlimited Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.

Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.

About Us:
Brivo and Eagle Eye Networks have come together to create a category-defining, cloud-first platform at the intersection of AI and the physical world. Our mission is simple and ambitious: to make physical spaces safer, smarter, and more autonomous—from single-site businesses to global enterprises.

As the unified global leaders in cloud-based access control and video surveillance, we provide a comprehensive digital foundation for the built environment. By combining Brivo’s pioneering building access platform with Eagle Eye’s AI-powered video management system (VMS), we have created a system of intelligence that protects over 600 million square feet across 90+ countries. Every door, camera, and credential in our ecosystem acts as a real-time sensor, leveraging AI to prevent incidents, improve operations, and enable entirely new workflows across sectors, including commercial real estate, retail, healthcare, education, and critical infrastructure.

With a global footprint spanning headquarters in Bethesda, Maryland, and Austin, Texas, and international offices in Amsterdam, London, Bangalore, and Tokyo, we are leveraging our open APIs and cyber-secure cloud infrastructure to reshape the future of physical security. Join us as we build the world’s most robust platform for video intelligence and smart space automation. Learn more at

Brivo is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. If you require reasonable accommodations during the application or interview process, please inform us.