Job Description

A successful commercial security firm based in New Haven County, CT is seeking a Customer Service Representative to join their team. This client-facing role requires strong communication skills, attention to detail, and the ability to problem-solve in a fast-paced environment.

Key Responsibilities:

• Respond promptly to client phone and email inquiries with professionalism and care.
• Troubleshoot and resolve client issues remotely, or create and manage service tickets to schedule technicians on-site.
• Maintain and update client account files, including employee access codes and profiles, cellular communication, alarm devices, zones, and schedules.
• Generate and distribute customer audit reports, including employee access activity, alarm history, and testing records.
• Investigate unknown alarm alerts, identify patterns, and coordinate on-site service when required.
• Provide internal support to the sales team and field technicians to ensure smooth operations and client satisfaction.

Qualifications:

• Previous experience in a customer service, help desk, or client support role preferred.
• Strong organizational skills and the ability to prioritize multiple tasks.
• Excellent written and verbal communication skills.
• Technical aptitude with an interest in security systems a plus.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

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