Job Title: Customer Service Representative Duration: 6 Months | Possibility of hire based on performance, attendance, and business need. Worksite: Remote | Monday – Friday | 8:00 AM – 5:00 PM Mountain Time
Core Responsibilities
Customer Inquiry Management: Serve as the primary point of contact for customer inquiries related to billing, account management, and image/footage retrieval requests.
Case Tracking: Manage customer service requests from initiation through resolution using internal case management systems and processes.
Footage Retrieval & Compliance: Process requests for video footage, including law enforcement requests, while ensuring all required client authorizations and compliance procedures are followed.
On-Site Coordination: Coordinate customer actions related to site support needs, including SOC requests and camera lens obstruction notifications.
Account Adjustments: Support account maintenance activities, including Statement of Work (SOW) adjustments and monitoring schedule changes.
Escalation Management: Address routine customer concerns and appropriately escalate complex technical issues to Tier 2 Support or Account Management teams as needed.
Documentation: Maintain accurate records of customer interactions, requests, resolutions, and follow-up activities within the ticketing system.
Required Qualifications
High School Diploma or GED required.
1 to 3 years of experience in customer service, customer support, call center, help desk, account support, or a related role.
Strong written and verbal communication skills with a professional and customer-focused approach.
Ability to manage a high volume of email-based customer communications.
Required experience working with ticketing or case management systems; experience with Zoho is preferred.
Strong problem-solving, organizational, and time management skills.
Ability to gather information, set clear expectations, and drive issues to resolution.
Demonstrated ability to handle customer concerns professionally and de-escalate challenging situations.
Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
Ability to work independently and collaboratively in a team environment.
Preferred Qualifications
Experience supporting technical products, services, or security monitoring environments.
Previous experience managing customer accounts and service requests in a ticketing system.
Familiarity with compliance-related processes and customer authorization requirements.
Key Competencies
Customer Focus
Written Communication
Attention to Detail
Problem Solving
Time Management
Accountability
Adaptability
Teamwork
Professionalism and Integrity
Software & Technical Skills Required
Microsoft Office Suite (Outlook, Word, Excel)
Ability to learn and navigate customer support platforms
Preferred
Zoho Ticketing System experience
Technical troubleshooting experience
Customer support software experience
Nice-to-Have Skills
Prior technical support experience
Experience using Zoho CRM/Ticketing
Experience supporting customers in a remote environment
Work Environment
Home Office / Remote Work Environment
No travel required
No vehicle usage required
Safety Requirements
No lifting requirements
No safety equipment required
Not a safety-sensitive position
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $22.13/hr - $22.92/hr.
