Customer Service Specialist

RollKall Technologies, LLC•Irving, TX

12h•Hybrid

About The Position

Join RollKall as a Customer Service Specialist and be the real-time lifeline for officers, agencies, and communities! As a Customer Service Specialist, you’ll handle inbound calls and emails, manage critical workflows, and keep operations running smoothly. You will manage the administrative, scheduling, and financial aspects of officers working extra-duty jobs, ensuring compliance with agency policies and timely compensation. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and can deliver exceptional customer experiences independently.

Requirements

2+ years in customer support or call center roles with demonstrated experience using CRM/ticketing systems (Salesforce preferred)
Proven experience managing high-volume inquiries (40+ daily) across multiple channels
Strong multitasking and troubleshooting skills in fast-paced, deadline-driven environments
Excellent verbal and written communication skills with a professional, solution-oriented tone
Experience handling confidential personnel and financial information with discretion
Detail-oriented with strong organizational skills and ability to prioritize competing demands
Independent worker who can make sound decisions with minimal supervision
Customer-first mindset with empathy, professionalism, and strong conflict resolution skills
Quick learner of proprietary platforms, workflows, and industry-specific requirements
High school diploma or equivalent required

Nice To Haves

Experience in SaaS, marketplace, or scheduling platforms
Background working with law enforcement, public safety, government clients, or similar regulated industries
Familiarity with workforce management, scheduling software, or payment processing systems
Track record of maintaining 95%+ customer satisfaction scores or similar performance metrics
Associate's degree or relevant customer service certifications
Bilingual (English/Spanish)

Responsibilities

Manage 90+ inbound customer service inquiries weekly via phone, email, and chat
Act as a liaison between officers, law enforcement agencies, and businesses to ensure smooth job placements
Provide account, workflow, and platform support to agencies, officers, and customers through our ticketing system
Create, post, and manage off-duty job assignments with attention to agency compliance requirements
Resolve scheduling conflicts, cancellations, and last-minute coverage needs in real time
Troubleshoot billing and payment issues, verify officer hours, and reconcile payment discrepancies
Monitor and respond to support tickets within defined SLA targets (response time, resolution rate)
Process officer payroll submissions and ensure timely, accurate compensation
Escalate urgent or complex issues to management with clear documentation
Maintain accurate customer records and interaction history in Salesforce
Compile and review invoices, payments, and operational data for reporting
Generate reports on service metrics, common issues, and operational trends
Document processes, issues, and resolutions for knowledge sharing and team training
Coordinate with law enforcement agencies on certification requirements and policy updates
Handle escalated customer complaints with professionalism, empathy, and urgency
Participate in ongoing training on public safety protocols and local agency requirements