Customer Service Representative – Night Shift Team
About The Position
We are currently hiring for overnight shifts only. (11:00 PM – 7:00 AM or 12:00 AM – 8:00 AM) Are you a natural problem-solver with a knack for customer service? Do you thrive in a fast-paced environment where every call is a chance to make a difference? Join our Digital Monitoring Center team and be the first line of support for cutting-edge building automation systems! As the leader in complete solutions for Building Automation Systems, Smart Building Technologies, A Fidelity Company, helps building engineers, building managers, and building owners operate with efficiency centered around Maryland, Virginia, and Washington, D.C. Our specialty is reinvigorating buildings with aged and outdated systems. For buildings with old systems, we provide the most comprehensive overhaul of inefficient systems in the industry. We do this by monitoring and correcting areas of the existing system that are losing heat and energy, prior to connecting all components to a central automated control mechanism to ensure the highest level of energy efficiency. Smart Building Technologies is the industry leader in Building Automation Systems, Energy Management Systems, Facility Monitoring Services, Critical Systems Monitoring, and Smart Lighting Solutions. We utilize Open Protocol Technologies to integrate all systems and manufacturers, meaning that existing equipment can be integrated into an established Building Automation System.
Requirements
- Customer service experience—especially in a support or tech environment.
- A friendly, patient, and professional approach, even in tough situations.
- Basic tech skills—familiarity with CRM software and troubleshooting is a plus!
- A willingness to stick to scripts to ensure accuracy and compliance.
Responsibilities
- Engage with Customers: Answer inquiries via phone, email, or text with professionalism and clarity—using pre-approved scripts to ensure a smooth experience.
- Troubleshoot with Confidence: Assist customers with minor issues related to HVAC, lighting, and energy management systems—no technical experience needed, just a willingness to learn!
- Monitor & Respond: Keep a watchful eye on digital building automation interfaces—identify and address alerts before they become bigger problems.
- Stay Organized: Accurately document interactions and resolutions in our CRM system to keep things running seamlessly.
- Grow Your Skills: Participate in ongoing training to stay ahead of new technologies and script updates.
- Know When to Escalate: If a challenge is beyond your scope, you’ll quickly connect customers with the right technical team.
Benefits
- Full Benefits – Health, dental, vision insurance.
- Paid Time Off & Holidays – Because balance matters.
- 401(k) with Company Match – Plan for your future!
- Training & Growth Opportunities – We invest in you!
- Competitive Pay + shift differentials for nights/weekends.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
