Customer Service Representative I

An Amazing Career Opportunity for a Customer Service Representative I!

Location: Austin, Texas

Job ID: 47085

The Customer Service Representative I is a vital member of HID Global's North American Physical Access Control Solutions (PACS) division, based in Austin, TX. This role serves as the primary point of contact for customers, providing timely, professional support while ensuring a high-quality customer experience. The position requires close collaboration with Sales, Order Management, and other internal teams to resolve inquiries and support order fulfillment. The Customer Service Representative I plays an essential role in maintaining strong customer relationships and supporting business operations through accurate documentation and proactive problem-solving.

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it's your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Are you ready to make a difference? Join us and help shape the future of security.

As our Customer Service Representative I, you'll support HID's success by:

• Serving as the primary point of contact for internal and external customers, providing prompt and effective support via phone and email.
• Accurately documenting customer interactions and order-related activities in company systems.
• Resolving customer inquiries and pre-booking holds to support timely and accurate order processing.
• Maintaining compliance with HID Global policies, procedures, and service standards.
• Collaborating with Regional Sales, Inside Sales, Order Management, and cross-functional partners to resolve customer orders and communicate updates clearly and professionally.
• Developing and maintaining a strong understanding of HID products, services, systems, and processes.
• Participating in ongoing training and professional development to enhance product knowledge and customer service effectiveness.
• Demonstrating a customer-centric mindset while managing multiple tasks with efficiency and attention to detail.

Your Experience and Background include:

• Minimum of two (2) years of customer service experience.
• High school diploma or equivalent.
• Fluency in English with strong verbal and written communication skills.
• Demonstrated ability to multitask, exercise sound judgment, and maintain attention to detail.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Commitment to professional business etiquette and high standards of customer service.
• Associate or bachelor's degree in Business, Technology, or a related field is preferred.
• Experience with Salesforce, Oracle, or other CRM/order management systems is preferred.
• Prior experience supporting sales or operations teams in a fast-paced environment is preferred.

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

• Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact View email address on click.appcast.io.

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications, skills, and experience to help recruiters assess applications against role requirements. It does not score, rank, filter, or make any decisions about your application. All hiring decisions are made by people following their own review of your full application.

Information processed by the tool is deleted once the recruiter's review is complete.

If you believe the tool has not accurately represented your application, you can request direct human review by contacting View email address on click.appcast.io with the subject line "Application Review Request" and the role you applied for.