Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST

GATEKEEPER SYSTEMS, INC.

Foothill Ranch, CA

Gatekeeper Systems stands proudly as the foremost global leader in retail loss prevention, operations management, and analytics, with our headquarters based in Foothill Ranch, California. We maintain a strong presence across the globe, with offices in the UK, Australia, China, Hong Kong, Germany, France, and Canada, fostering a diverse team of 450 talented employees. Over the past 25 years, Gatekeeper Systems has been at the forefront of the industry, demonstrating our commitment to excellence through cutting-edge technologies and unparalleled customer service.

Join us on our journey as we continue to revolutionize the retail sector, providing innovative solutions and services that redefine industry standards.

WHAT WE OFFER…

Join the team at Gatekeeper Systems and watch your career grow! We offer competitive compensation and benefits packages that include:

• Attractive Total Compensation Package
• Flexible hybrid work schedule
• Comprehensive healthcare benefits including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options.
• 401(k) Plan with Employer Match
• Generous Paid Time Off (PTO) policy
• Observance of 11 paid company holidays

ESSENTIAL JOB FUNCTIONS; but not limited to:

• Process and schedule new Service Work Orders using the company’s order processing system (CRM)
• Prepare and Process Service Quotes, Service Orders and Service tickets
• Process Sales orders
• Log Technicians’ check in/check
• Ship product to meet Service schedule
• Interface with Field Services Engineers, third-party Technicians, General Contractors, Electricians and Tile vendors to complete Service Work Orders
• Update Customer of Service status as required by account
• Review technician Service paperwork to confirm Service is completed and correct
• Communicate and interact with Account Managers to revise purchase orders and NTE as required
• Update Customer card and System Monitor date in company’s ERP system for each device replaced
• Pull data from Gatekeeper Systems’ Monitoring Online
• Follow up on Service Work Orders to make sure they are on schedule
• Process return labels and RMA’s for unused product
• Verify vendor invoices for accuracy
• Perform Required Functions in Customer Online Portals
• Post new Service Orders in Company’s order processing system upon completion of the job
• Attach required documents and process Service Orders for invoicing
• Create and monitor reports as required

QUALIFICATION REQUIREMENTS

The requirements listed below are representative of the knowledge, skill and/or ability required.

• Uses available resources to evaluate potential solutions
• Asks questions to clarify a situation
• Uncompromised approach to and respect for confidentiality
• Unquestionable workplace ethics
• Professional and pleasant verbal and written communication skills
• Professional demeanor on telephone, within Corporate and Distribution Center location contacts and with all external vendors and candidates
• Own all assigned tasks
• Welcoming, positive and inclusive attitude
• Highly organized, detail-oriented, and great follow-up and follow-through skills
• Computer skills, including software used in this office (CRM, Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)
• Accuracy in scheduling and maintaining calendars, tracking report information, calculating certain metrics
• Ability to multi-task and prioritize effectively without continuous supervision

EDUCATION AND/OR EXPERIENCE

• 3-5 years prior related customer service experience
• Bachelor’s degree is preferred
• Proficient in Excel, Word, Outlook, and other Microsoft products
• Loss Prevention Experience preferred

DISCLAIMER

This Job Description is a general overview of the requirements for the position. It is not designed to contain, nor should it be interpreted as being all inclusive of every task which may be assigned or required. It is subject to change, in alignment with company/department needs and priorities.

Gatekeeper Systems, Inc., is an equal opportunity employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture, and background. We strongly encourage applications from candidates who demonstrate that they can contribute to this goal. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any protected basis.