Job Description

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Overview

Join the leader in providing smarter solutions for a safer world.

At Kastle, the best Customer Support Representatives are genuinely excited to help customers. You will serve as a daily business contact for our customers in a fast-paced environment, and will be responsible for responding to customer requests, troubleshooting, and resolving issues. You are patient, empathetic, and passionate about building connections with our clients. You love to solve problems and can put yourself in our customers\' shoes. The most successful people in this role take ownership of client requests, communicate effectively, and find creative ways to deliver exceptional experiences to our clients. This is a great opportunity to learn our business by being on the front lines supporting customers, socializing the Kastle value proposition, and representing client needs and goals within our organization. This role presents excellent growth opportunities as you will learn the business from the ground up. Customer Support Representatives work as part of a larger team, and report to a Client Services Manager for all job duties.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices!
Responsibilities

• Customer first mindset - responds to and resolves customer requests via telephone, email, and cases in a Customer Relationship Management (CRM) system. and case completion in a timely and high-quality manner while adhering to defined goals.
• Provides first-contact resolution in all customer interactions while collaborating across departments to ensure customer\xe2\x80\x99s needs are met in a timely and efficient manner.
• Maintains current knowledge of all Kastle products and services; identifies opportunities for growth while educating customers and promoting the use of our MyKastle App.
• Organized; able to logically determine the most important tasks while managing multiple issues and priorities.
• Master troubleshooter: uses logic and critical thinking skills to analyze, prioritize and resolve complex customer issues while identifying alternative solutions.
• Highly accountable; demonstrates capability to work autonomously while collaborating with internal departments and other stakeholders.
• Curious and adaptable; able to learn new programs, tools, systems, and applications.
• Manages and utilizes time effectively to ensure individual and department metrics are met.

Qualifications

• Bachelor\xe2\x80\x99s degree or 1-3 years of customer service experience preferred.
• Clear speaking voice, excellent telephone manner and professional writing skills.
• Proficient in office 360, Word, Excel, Dynamics 360 and Customer Relationship Management (CRM) software
• Must be able to meet 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) worked.
• Must be willing to participate in and pass the company\xe2\x80\x99s pre-employment screening process including a background investigation and drug screening.

Company Overview

The property technology space is growing rapidly, and Kastle Systems is leading the way. 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. Delivering a world class customer experience drives everything we do, and Kastle\xe2\x80\x99s mission is to be our customers\xe2\x80\x99 best service provider and to ensure that their security the most effective, efficient and convenient. 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.
Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.

Kastle Systems