What are the responsibilities and job description for the Customer Service Representative position at Calvis?
# Overwatch Customer Service - Nights and Weekends
**Location:** Miami, FL (on-site) · **Team:** Operations · **Type:** Full-time
**Schedule:** Shift-based, including weekends and an overnight on-call rotation
Calvis is an AI-native physical security platform. Traditional security never learns — guards miss events, patrol routes stay static, and customers find out whether a shift went right only after it's over. We fix that: we unite many licensed security agencies into one intelligent network, then wrap every shift in an AI Copilot and a 24/7 human Overwatch team. The result is a security operation that gets smarter with every shift — trusted by enterprise customers across warehousing, distribution, manufacturing, and retail.
The Overwatch Customer Service is how we keep service levels high. You are the human guarantee behind every shift — and the first responder the moment one goes sideways.
## What You'll Own
- **THE BOARD** — Live coverage status for every active and upcoming shift. You make sure guards show up on time and know exactly what to do.
- **CONFIRMATION** — Every assigned-but-unconfirmed guard chased to a hard commitment before their shift. You work the call sheet by phone and text until the board is green.
- **THE SAVE** — No-shows, cancellations, and on-site problems. You source a replacement in minutes, not hours, working agency contacts directly.
- **THE LINE** — First voice on the Calvis phone and SMS lines for guards and agencies: confirmations, directions, clock-in rescues, and timesheet fixes.
## What You'll Do
- Run confirmation call-downs on tomorrow's unconfirmed shifts and today's at-risk ones — call the agency, call the guard, get a verbal commitment, and update the board.
- Watch check-ins in real time and verify what's actually happening on-site before it becomes a client problem.
- Fill drops fast: when a guard cancels or no-shows, work the bench of agencies and guards to place a substitute.
- Escalate for backup activation when a confirmed guard goes silent close to start time.
- Be the guard and agency help line — walk people through clock-in app errors, posting instructions, and site-access issues so a software glitch never turns into a missed shift.
- Close the loop internally: log every incident and outcome so Account Managers can speak to clients with facts, and chronic agency failures land on the agency scorecard.
- Hold the fort on weekends and take your turn on the overnight on-call rotation — coverage problems don't keep business hours.
## What You Bring
**Required**
- Highly organized, with an always-learning attitude
- Customer service or dispatch experience
- Strong attention to detail in a fast-paced environment
- Weekend and night availability
**A plus**
- Experience using Claude Code