Customer Success Representative I

PSA Security•Westminster, CO

10d

About The Position

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 400 branch locations, employ over 7,500 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 empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations. This role is hourly/non-exempt with pay between $21.00 and $24.00 per hour.

Requirements

2-3 years customer service experience
At least one year of data entry/order entry experience
Authorization to work in the US
High school diploma or GED
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

Nice To Haves

Experience in security or insurance industries is a bonus (but not required)
Experience with NetSuite is a plus

Responsibilities

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