Customer Service Representative

Overview:The Customer Service Representative (CSR) works as a single point of contact for our existing client base. The CSR primary responsibility is to act as a liaison between the client and the internal Datawatch departments to ensure a high level of customer satisfaction. The CSR's primary responsibility is account management for Virginia customers.

Starting wage is $20-22/hour, commensurate with experience, plus benefits and paid time off.
All applicants applying for a position at Datawatch Systems must be willing to submit to a drug screening and criminal background check. _EOE/M/F/D/V DCJS
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Responsibilities:

• Work closely with the Installation team to transition accounts from the installation period to daily operations
• Assist with onboarding client after contract is signed
• Monitor new account to ensure alarm volume is kept at a minimum
• Drive to client site within 7 days of new account being activated to discuss the account and provide Direct Access/D3000 training
• Review client portfolios

• Direct Access/D3000 lite training - both of these are proprietary programs

• Troubleshooting issues
• Proactively scheduled site visits
• Maintains accurate account information in various Datawatch databases
• Schedule “Datawatch Appreciation Days” with building property managers to educate management and tenants on Datawatch Systems
• Process Change of Service, Cancellations and Price reductions for tenant systems
• Draft contracts for clients interested in using existing equipment
• Gather necessary information from client to activate existing equipment
• Act as a liaison between the accounting department and internal DW departments
• Calculates price reductions

Qualifications:

• Excellent verbal and written communication skills
• Proficiency in Microsoft Office
• Ability to interface and communicate with internal departments in a clear and professional manner
• Ability to interface and communicate with clients in a clear and professional manner
• Must demonstrate initiative
• Ability to multi task in a high-paced environment
• Must have reliable vehicle for site visits

• Professional appearance
• Must be able to work outside of normal business hours when needed (evenings, weekends, and holidays).
• Must have the desire to become familiar with and competent in all aspects of the Access Control business.
• 2-5 years experience in direct Customer Service experience with a proven track record of success.
• Experience with services in the commercial office building and residential apartment building/property management environment is a plus.
• Experience speaking in front of a group is a plus.
• Bachelor's Degree preferred.

Benefits
Choice of Medical Insurance plans
Dental Insurance

Vision Insurance
Medical and Dependent Care FSA Accounts
401K Plan with a discretionary employer match
529 Plan Access
Employee Assistance Program
Commuter and Parking Benefit
Short-term Disability and Long-term Disability Insurance
Employer-paid 50K Life and AD&D Insurance
Voluntary Life Insurance for Employee, Spouse and Children
Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage
Annual performance evaluation and salary adjustment consideration
Paid holidays, sick and vacation leave
Job-related tuition reimbursement

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Office

Application Question(s):

• Do you have use of a reliable vehicle for site visits?

Education:

• High school or equivalent (Preferred)

Experience:

• in-person Customer Service: 2 years (Preferred)

Work Location: On the road