Customer Service Representative MD Accounts

Overview:

The Customer Service Representative (CSR) works as a single point of contact for our existing client base. The CSR primary responsibility is to act as a liaison between the client and the internal Datawatch departments to ensure a high level of customer satisfaction. The CSR's primary responsibility is account management for Maryland customers.

Starting wage is $25/hour plus benefits and paid time off.

All applicants applying for a position at Datawatch Systems must be willing to submit to a drug screening and criminal background check. EOE/M/F/D/V DCJS

Responsibilities:

Work closely with the Installation team to transition accounts from the installation period to daily operations

Assist with onboarding client after contract is signed

Monitor new account to ensure alarm volume is kept at a minimum

Drive to client site within 7 days of new account being activated to discuss the account and provide Direct Access/D3000 training

Review client portfolios

Direct Access/D3000 lite training - both of these are proprietary programs

Troubleshooting issues

Proactively scheduled site visits

Maintains accurate account information in various Datawatch databases

Schedule “Datawatch Appreciation Days” with building property managers to educate management and tenants on Datawatch Systems

Process Change of Service, Cancellations and Price reductions for tenant systems

Draft contracts for clients interested in using existing equipment

Gather necessary information from client to activate existing equipment

Act as a liaison between the accounting department and internal DW departments

Calculates price reductions

Qualifications:

Excellent verbal and written communication skills

Proficiency in Microsoft Office

Ability to interface and communicate with internal departments in a clear and professional manner

Ability to interface and communicate with clients in a clear and professional manner

Must demonstrate initiative

Ability to multi task in a high-paced environment

Must have reliable vehicle for site visits

Professional appearance

Must be able to work outside of normal business hours when needed (evenings, weekends, and holidays).

Must have the desire to become familiar with and competent in all aspects of the Access Control business.

2-5 years experience in direct customer service experience with a proven track record of success.

Experience with services in the commercial office building and residential apartment building/property management environment is a plus.

Experience speaking in front of a group is a plus.

Bachelor's Degree preferred.

Benefits

Choice of Medical Insurance plans

Dental Insurance

Vision Insurance

Medical and Dependent Care FSA Accounts

401K Plan with a discretionary employer match

529 Plan Access

Employee Assistance Program

Commuter and Parking Benefit

Short-term Disability and Long-term Disability Insurance

Employer-paid 50K Life and AD&D Insurance

Voluntary Life Insurance for Employee, Spouse and Children

Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage

Annual performance evaluation and salary adjustment consideration

Paid holidays, sick and vacation leave

Job-related tuition reimbursement

Permanent