Job Description

THIS IS AN IN-PERSON JOB IN DOWNTOWN LOS ANGELES

Primary Duties and Responsibilities:

Customer Service:

• Manage all customer emails to support email ticket system and all phone calls to the service support line.

• Responding promptly to customer inquiries.

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Ensure customer satisfaction and provide professional customer support.

• Proactively update and communicate with customers regarding work order status and technician scheduling.

• Proactively follow-up with customers when awaiting their response/input

• Acknowledging and resolving customer complaints.

• Conduct first level of troubleshooting

• Cross train with all other Customer Service Personal to become efficient with all client platforms, portals and processes.

• Reports problems to manager.

• Monitoring multiple CCTV alarm systems

• Completes special projects as assigned.

• Monitor and control multiple access control systems

• Quickly reacts to incoming alerts and faithfully follows establish scripts/procedures

Coordinating:

• Providing feedback on the efficiency of the customer service process.

• Maintain accurate Vendor request and information

• Writing service/work order proposals.

• Communicating and coordinating with colleagues as necessary.

• Implement continuous improvement of procedures, processes, standards and programs to gain cost-effectiveness and efficiency with the help of your supervisor

• Follow up and sense of urgency management.

• Work with Service Manager to manage technician responsiveness to service orders and ensure that customer and technician sign the completed service order.

• Responsible for managing on call schedule to ensure that a technician is always available after business hours and on weekends for customer issues.

• Assist technicians with information needed for completing service orders (ex: providing passwords needed to gain remote access, etc.).

• Keeping records of customer interactions, transactions, comments, and complaints.

• Compile reports on service employees' hours, repair time on customer equipment, and machine history.

• Ensuring proper escalation of events/issues to appropriate stakeholders.

Data Entry/Reports:

• Basic computer skills and knowledge of Microsoft Office (Outlook, Word, Excel, etc.) experience

• Knowing our products inside and out so that you can answer questions.

• Logging/data entry.

• Processing orders, forms, applications, and requests.

• Generates daily load sheets and requirement listing.

• Compile reports on service employees' hours, repair time on customer equipment, and machine history.

• Submit Technical reports. Compile reports on service employees' hours, repair time on customer equipment, and machine history.

• Obtain accurate information from vendors relating to shipment dates and expected date of delivery.

Company Standards:

• Must maintain regular attendance and punctuality at the office to execute job responsibilities.

• Must demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies and procedures.

Skills Required:

• Excellent oral and written communication skills in English are required. Fluency in additional languages a plus

• Excellent customer service skills;

• Complex problem-solving abilities;

• Good working knowledge of basic computer functions, including G-Suite products, Windows, Mac, and Microsoft Office;

• Good working knowledge of security systems for access control, CCTV, employee/guest/vendor badging, alarm monitoring, and dispatch;

• Ability to multitask in a fast-paced work environment, across multiple platforms, departments, time zones, and cultures;

• Ability to work calmly and accurately in crisis situations;

• Excellent Situational Awareness skills;

• Flexibility to work all shifts,

• Attentive, organized, and detail-oriented;

• A desire to work as a dependable, participating team player with a positive attitude; and

• A willingness to work varied shift hours, including overnights, weekends and holidays.

Education/Experience Requirements:

• Degree preferred or relevant experience in lieu of degree;

• Customer Service Experience highly preferred;

• Related Security Operations Center experience preferred;

• Experience with different communication platforms and technologies, including 2-way radios, IP Video Surveillance, and computer databases;

• Experience in conducting research and analysis;

• Authorized to work in the United States required;

• Military experience a plus;

Experience:

• Basic Computer Skills: 1 year (Required)

• Multitasking: 1 year (Required)

• Customer Service: 1 year (Preferred)

• CCTV and Access Control: 1 year(Preferred)

• Logging / Data Entry: 1 year (Required)

• Alarm Monitoring: 1 year (Preferred)

• Command Center: 1 year (Preferred)

Company Description

Culture emphasizes training, growth and teamwork. Great benefits package! Ollivier Corporation has been in business since 1987, and is a proven industry leader in both managed access control and integrated systems. Ollivier (pronounced Oh liv' eeay) designs and builds physical security systems for the premier companies in Southern California. Ollivier is a network engineering company exclusively focused on physical security. Ollivier provides solutions ranging from simple access control systems to systems that support the most secure sites in Southern California.