.Customer Service Representative I

Position: Customer Service Representative
Duration: 6-12 Month Contract
Location: Remote

Job Description

Core Responsibilities

·Customer Inquiry Management: Serve 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.

Required Qualifications

· High School Diploma or GED required.

· 1 to 3 years of experience in customer service, customer support, call center, help desk, account support, or a related role.

· Strong written and verbal communication skills with a professional and customer-focused approach.

· Ability to manage a high volume of email-based customer communications.

· Required experience working with ticketing or case management systems; experience withZoho is preferred.

· Strong problem-solving, organizational, and time management skills.

· Ability to gather information, set clear expectations, and drive issues to resolution.

· Demonstrated ability to handle customer concerns professionally and de-escalate challenging situations.

· Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.

· Ability to work independently and collaboratively in a team environment.

Preferred Qualifications

· Experience supporting technical products, services, or security monitoring environments.

· Previous experience managing customer accounts and service requests in a ticketing system.

· Familiarity with compliance-related processes and customer authorization requirements.

Key Competencies

· Customer Focus

· Written Communication

· Attention to Detail

· Problem Solving

· Time Management

· Accountability

· Adaptability

· Teamwork

· Professionalism and Integrity