What are the responsibilities and job description for the Customer Service Specialist (Austin-based) position at Calvis?
About Calvis
Calvis is an AI-native physical security marketplace. 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 by uniting many licensed security agencies into one intelligent network, then wrapping every shift in an AI Copilot and a 24/7 human Overwatch team. The result: a security operation that gets smarter with every shift, trusted by businesses across warehousing, distribution, manufacturing, retail, and events.
The Overwatch Customer Service team is how we keep that promise. You are the human guarantee behind every shift, and the first responder the moment one goes sideways. This is our Austin day-shift seat on that team.
What You'll Own: Four Things, End to End
- 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
- 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
- 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
- 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
What We're Looking For
- Highly organized, with an always-learning attitude
- Customer service or dispatch experience
- Strong attention to detail in a fast-paced environment
- Experience with Claude Code