What are the responsibilities and job description for the Customer Care Representative position at Kastle Systems?
Overview:
Join the leader in providing smarter solutions for a safer world.
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’s mission is to be our customers’ 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.
The Account Manager serves as the primary business contact for the client and is responsible for client satisfaction and oversee revenue growth of the portfolio. The Account Manager is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition as well as represent client needs and goals within the organization to ensure quality. In addition, the Account Manager will build relationships with clients to encourage new and repeat business opportunities.
Manages customer requests associated with deployed monitored outside video systems (OSV). Works directly with customers and Kastle employees to ensure customer requests are properly handled. Administers deployed monitored video systems and monitors these systems for proper functionality.
Responsibilities:
Required education and experience include:
Equal Opportunity Statement:
Join the leader in providing smarter solutions for a safer world.
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’s mission is to be our customers’ 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.
The Account Manager serves as the primary business contact for the client and is responsible for client satisfaction and oversee revenue growth of the portfolio. The Account Manager is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition as well as represent client needs and goals within the organization to ensure quality. In addition, the Account Manager will build relationships with clients to encourage new and repeat business opportunities.
Position Summary
Kastle is the nation’s leading provider of Managed Security Services. Our customers depend on us every day and include the who’s who of commercial real estate, distinguished global retail brands, leading commercial enterprises and critical government facilities. We are committed to providing a ‘Wow’ customer experience and we continually invest in the next big ideas to shape and transform our industry. We are proud to say that our people are the industry’s best and we work hard to create a culture that provides a compelling career for talented individuals
Manages customer requests associated with deployed monitored outside video systems (OSV). Works directly with customers and Kastle employees to ensure customer requests are properly handled. Administers deployed monitored video systems and monitors these systems for proper functionality.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Responsibilities Include:
- Field and coordinate incoming customer requests
- Perform daily video system operational checks/camera checks
- Investigate video system outages and forward findings to Engineers/OSV Service Coordinator
- Investigate video events, export video, review operations logs, review phone call recordings
- Work with Kastle’s Operation Center as needed for video event/alert investigations
- Administer OSV automated reports
- Billing questions/requests
- Manage lift orders/ invoicing
- Provide training to Kastle customers (internal and external) on various video management systems
- Manage CRM cases pertaining to customer requests
- Support OSV sales and PM teams as needed
- Support OSV Service Coordinator as needed
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Support OSV Senior Video Specialist as needed
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Work Environment
This job operates in a professional climate controlled, open, well-lit office environment with conversational noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The employee is subject to prevailing weather conditions at the time and required to work remotely as necessary to ensure timely payroll disbursement.
Physical Demands
Must be able to sit for long period of time performing sedentary work. While performing the duties of this job, the employee is regularly required to talk and hear with or without an accommodation. The employee is frequently required to use repetitive motion using a keyboard, mouse, and telephone. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
The employee may be required lift and move up to 10 pounds and occasionally lift and move objects up to 20 pounds.
Required Education and Experience
Required education and experience include:
- High School Diploma or GED
- 1-5 years of experience working in a customer care role
- Excellent verbal and writing ability
- Excellent customer communications ability
- Proficient with Windows OS and Windows based video applications
- Excellent organizational skills and attention to detail
Additional Eligibility Requirements
- Ability to pass a pre-employment drug screening.
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.