Customer Service Representative (Weekend Availability)

The Customer Service Representative II (CSR2) is the first point of contact for customers needing help with building access and security credentials. This role focuses on providing excellent service by answering questions, resolving access issues, and ensuring customers can enter facilities without delays.

Requirements

• Greet and assist all customers with building access requests, while ensuring quality customer service.
• Process incoming emails and chats using the service desk system.
• Coordinate issuance and administration of physical access and smart cards.
• Provide Tier1/Tier2 support for network access including troubleshooting and end user guidance for Multi-Factor Authentication/Virtual Private Network/Remote Access Service.
• Tier1/Tier2 level support for access management, which may include escalating Tier3 issues to various teams to coordinate support for internal tools.
• Provide ongoing support for system users (cardholders, access manager, custodians, and owners, and approvers) and VPN/RAS users.
• Monitor the systems and respond in accordance with prescribed access control procedures.
• Use shipping tools to create shipment requests and track packages worldwide to ensure delivery.
• Process incoming mail and packages.
• Assist with procedural review, analysis and process development.
• Explore and adopt changing technology in preparation for, and to accommodate evolving company needs.
• Responsible for urgent access terminations, adhering to strict SLA’s that requires a maximum response time of 4 hours.
• Monitor Urgent Escalations inbox. Review, investigate, and escalate as appropriate using a detail oriented, independent thinking and confident approach while utilizing best discretion.
• Function as the primary back-up to New Employee Orientation.
• Provide training to internal teams on new and/or existing internal tools and processes.
• Provide support to global teams that manage access control in their regions to ensure success in their daily operations.
• Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly.
• Run, export, extrapolate, and audit data for monthly reports for the client business groups.

Benefits

• Retirement plan
• Employer-provided medical and dental coverage
• Company-paid life insurance
• Voluntary life and disability insurance
• Employee assistance plan
• Securitas Saves discount program
• Paid holidays
• Paid time away from work