Customer Service Representative I

We are a national staffing firm and are currently seeking a Customer Service Representative I for a prominent client of ours. This position is REMOTE. Details of the position are as follows:


Job Details:

• Pay: $21.40 - $22.93/hr to Start!!
• 6- 12-month assignment, possibility extension or conversion based upon performance and budget.
• Monday - Friday, 8:00 AM - 5:00 PM MDT (REMOTE)
• Position will provide technical product support, serving as the primary point of contact for customer inquiries related to billing, account management, and image/footage retrieval requests.
• Case Tracking: Manage customer service requests from initiation through resolution using internal case management systems and processes.
• Footage Retrieval & Compliance: Process requests for video footage, including law enforcement requests, while ensuring all required client authorizations and compliance procedures are followed.
• On-Site Coordination: Coordinate customer actions related to site support needs, including SOC requests and camera lens obstruction notifications.
• Account Adjustments: Support account maintenance activities, including Statement of Work (SOW) adjustments and monitoring schedule changes.
• Escalation Management: Address routine customer concerns and appropriately escalate complex technical issues to Tier 2 Support or Account Management teams as needed.
• Documentation: Maintain accurate records of customer interactions, requests, resolutions, and follow-up activities within the ticketing system.

• High School Diploma or GED is Required.
• 1 to 3 years of experience in customer service, customer support, call center, help desk, account support, or a related role.
• Ability to manage a high volume of email-based customer communications.
• Required experience working with ticketing or case management systems; experience with Zoho is preferred.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Experience supporting technical products, services, or security monitoring environments.
• Strong problem-solving, organizational, and time management skills.
• Demonstrated ability to handle customer concerns professionally and de-escalate challenging situations.
• Previous experience managing customer accounts and service requests in a ticketing system preferred.
• Familiarity with compliance-related processes and customer authorization requirements preferred.