Customer Service Representative I

Customer Success Representative

At PSA Security, culture isn't just a buzzword, it's who we are. We're a close-knit team who live out our core values of passion, integrity, boldness, and service every day. You'll find us celebrating one another with quarterly and yearly awards, enjoying complimentary Friday lunches (and the occasional breakfast or dessert spread), and coming together for potlucks and community service projects like building 100+ backpacks each summer for students in need or hosting a holiday canned food drive. Halloween is our biggest holiday—our legendary costume competition gets fierce—and our office vibe is laid back, collaborative, and empowering. We encourage tough questions, bold ideas, and genuine connections. We also take care of our people with a competitive salary and comprehensive compensation package that includes medical, dental, vision, 401(k) with match and safe-harbor contribution, tuition reimbursement, paid parental leave, and PTO. If you're looking for more than just a job—and want to be part of a team where you're seen, celebrated, and supported—you belong at PSA!

The Customer Success Representative is an integral part of our support team (reporting to the Customer Success Manager). You will impact the overall success of our company by serving as a cheerful liaison between our customers and vendors, maintaining top-notch relationships. Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.

PSA is the world's largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 500 branch locations, employ over 13,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro audio-visual installations. PSA's mission is to elevate the industries we serve by providing owners and members exceptional education, networking, services and connections with technology partners. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs and by offering a variety of distinctive services that can enhance any company's operations.

Essential Functions

• Respond to customers' needs through various channels: phones and NetSuite Cases
• Adhere to Standard Operating Procedures and Act as liaison between customers and vendors in processing and follow up on orders and cases
  • Provide accurate lead time of orders
  • Monitor open orders backlog to provide timely updates to customers of potential order delays
  • Provide timely shipping/tracking notifications
  • Provide timely licensing information
• Promotes the SAFE approach to provide consistent exceptional customer experiences
  • Speed to Service
  • Accuracy
  • Follow-Through
  • Every Time
• Upholds the company's brand and core values in a professional manner
• Other duties as assigned. Employees are required to follow all job-related directives and perform other tasks as requested by their supervisor

Minimum Qualifications & Experience

• 2-3 years customer service experience
• At least one year of data entry/order entry experience
• Experience in security or insurance industries is a bonus (but not required)
• Authorization to work in the US
• High school diploma or GED
• Experience with NetSuite is a plus
• Fantastic listening skills
• Excellent communication skills, both verbal and written
• Customer focus, problem solving, people skills, strong computer proficiency and a good phone presence
• Ability to learn and adapt quickly
• Desire to provide quality customer service
• Great organizational and time management skills with the capacity to multitask in a fast-paced environment
• Ability to work with little supervision
• Dependable and responsible, with excellent work ethic and team focus
• Professional demeanor
• Excellent at managing expectations and risks

Personal Characteristics

• Honesty and Integrity
• Ability to communicate in a professional manner with team members at all levels of the organization
• Ability to perform under deadlines
• Ability to learn from mistakes, and a love of taking on new challenges
• High level of attention to detail
• Great with time management and multi-tasking
• Must work well in a team environment and/or with little supervision
• Positive attitude and drive to reach the common goal

Position Type / Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours based on department needs.

Physical Requirements

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

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.