Customer Service Representative (CSR)

Company Description

At KEENFINITY, we are a globally leading provider of innovative and professional security and communication solutions. With over 4,200 employees in over 50 countries worldwide, our ambition is clear: we offer more than just technology – we secure, connect, and amplify the moments that matter in life.

Next to our passion for technology we’re very passionate about our work environment. Based on values such as trust, appreciation, and accountability we all work together to shape the future – boldly, customer-focused and with a strong team spirit.

This role is a hybrid position (3 days/week onsite) at our Fairport, NY office location.

Job Description

Keenfinity is committed to upholding the highest standards for service. Our goal is total customer satisfaction through products, service and support. 

Primary Responsibilites: 

• Responsible for developing and maintaining excellent customer relationships.
• Handle various forms of customer contact, and accurately process customer orders for products and literature.
• Interface and provide customer service to our Major Accounts with special requirements, manage special projects, and create reports as required.
• Promote consistent and excellent customer relations and loyalty.
• Routinely communicate accurate delivery information, and promptly update customers when changes occur.
• Respond to customer inquiries in a timely manner through the most appropriate means of communication.
• Provide pricing, delivery information, order status, and return authorization to customers as specified by department procedures.
• Perform error-free order entry and modification. Follow up on orders as needed.
• Act as team player and effectively back up others as needed.
• Take initiative to find value-added work when call volume is low.
• Interface with internal departments on all aspects of customer service; serve as Voice of the Customer.
• Keep departmental files up-to-date per records retention procedures.
• Complete special projects as assigned by management.

Qualifications

• High School Diploma or GED required.
• Associate's Degree in Business or related discipline preferred.
• 3-5 years of experience in a customer service required; experience in a call center environment is preferred.
• Excellent computer skills and working familiarity with multiple software packages, preferably MS Excel and SAP ERP software packages.
• Minimum typing ability of 55 WPM.
• Must have strong verbal and written communication skills, professional telephone etiquette, and the ability to handle stressful situations in an efficient, professional manner.
• Must have a sense of team response to satisfy sales goals and assure 100% customer satisfaction.
• Multiple language capability is a plus!

Additional Information

The U.S. base salary for this full-time position is $44,000-$55,000 annually. Within the range, individual pay is determined based on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc.

• Reasonable accommodations may be made, to the extent they do not pose an undue hardship, to enable qualified individuals with covered disabilities to perform essential functions.
• Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.
• All of your information will be kept confidential according to EEO guidelines.

At Keenfinity we don’t just build innovative solutions — we shape a smarter, more connected world through technology.  We value different backgrounds, ideas, and experiences and we’re committed to growing, learning, and celebrating success as one team. Everyone is welcome here — we foster an environment where everyone is respected, valued, and encouraged to be their authentic self.

Keenfinity is an equal opportunity employer, offering equal opportunities for all. We welcome applications from people with disabilities and can offer support, if needed. When everyone has a chance to contribute, we all do better.