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Client Services Representative in Falls Church, VA at Kastle Systems

Date Posted: 1/15/2019

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 an assigned group of customers and is responsible for responding to customer requests, trouble shooting, and resolving issues while delivering a high quality and effortless customer experience. The Client Services Representative is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition and represent client needs and goals within the organization. In addition, this individual will build relationships with clients to encourage new and repeat business opportunities and internal partners to drive high levels of service.


  • Responsible for responding to client communications in a timely and high-quality manner while adhering to Kastle policies and standards.
  • Ensures that client issues and requests are addressed to full resolution in an efficient and satisfactory manner.  
  • Works closely with internal teams to maintain a continuous knowledge of projects and proactively communicates potential issues and/or opportunities within or related to the project.
  • Ensures that all processes and procedures are completed correctly. 
  • Aware and in pursuit of opportunities for account growth and new business, involving Sales, Client Services, Business Development support.
  • Communicates the client's goals and represent the client's interests to the team.
  • Provides regular two-way communication between the client and team
  • Supports a team environment and thinks customer first.
  • Understanding of company capabilities and service, and effectively communicates all offerings to the client.
  • Reports to the Team Lead, providing regular input on all account activity, including status and call reports as required.
  • Proficient use of common and proprietary software applications.


Education and Experience

  • Bachelor’s degree preferred
  • At least 1-3 years of customer service experience preferred
  • Excellent writing and verbal skills

Additional Eligibility Requirements

  • Must pass the Drug Test, the Background Check, and any pre-employment tests as applicable 
  • Required to obtain and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) which they are working
  • Clear speaking voice and excellent telephone manner
  • Excellent organizational skills.
  • Desire to provide excellent customer assistance.
  • Desire and ability to work as a team player.
  • Ability to interface and communicate with customers and co-workers in a clear and professional manner.

 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.