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Client Services Representative in Houston, TX at Kastle Systems

Date Posted: 4/7/2018

Job Snapshot

Job Description

Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. With delivering a world class customer experience driving everything we do, Kastle’s mission is to be our customers’ best service provider and to make their security the most effective, efficient, and convenient it can be. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

The Client Services Representative serves as a daily business contact for our customers and is responsible for responding to customer requests, troubleshooting and resolving issues, and providing a high-quality, effortless customer experience. Employees in this role are expected to consistently provide excellent customer service, resolve customer requests accurately and efficiently, and anticipate problems and work to mitigate them. Customer issues are often technical in nature; the position requires someone that can interpret the client’s problem, navigate multiple systems to troubleshoot that problem, and implement a solution, all during the initial interaction. A strong candidate will also build relationships with clients in order to encourage account retention and growth.

Responsibilities

  • Resolve client issues reported by phone, email, and through cases in a Customer Relationship Management (CRM) system.
  • Communicate effectively with customers via phone and email.
  • Navigate multiple software systems to locate information and troubleshoot problems.
  • Ensure that client issues are dealt with in an efficient and satisfactory manner under time constraints.
  • Understand the company’s capabilities and service offerings and effectively communicate them to clients.
  • Work closely with internal teams in order to maintain a continuous knowledge of customers and properties in order to identify potential issues and/or related opportunities to strengthen the relationship.
  • Escalate issues, as necessary, to the Director of Client Services and Team Lead.

Qualifications

  • Excellent written and verbal communication skills.
  • Clear speaking voice and excellent telephone manner.
  • Excellent organizational skills, including the ability to efficiently switch between tasks.
  • Desire to provide excellent customer service.
  • Strong work ethic and ability to focus intensely on details.
  • Desire and ability to work as part of a team.
  • Ability to interface and communicate with customers and co‑workers in a clear and professional manner.
  • Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation, drug screening and driving record.
  • Must be able to meet and continue to meet state licensing requirements for security.
  • Must be able to meet client background and suitability screening when required to access client’s data and/or site.
  • Must be eligible to work in the U.S. and at least 18 years old

Kastle Systems is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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