Customer Service Representative

Summary

As a Representative with our Customer Service team, you will engage with customers to troubleshoot basic technical issues and provide insights on Brivo’s products and services. This is a US-based (Lehi, UT or Bethesda, MD) hybrid position; the shift is Monday through Friday from 9:30 am - 6:00 pm MST (11:30 am to 8:00 pm EST), with the opportunity for occasional overtime (Saturdays and Holidays).

Responsibilities

• Act as a customer advocate, collaborating with internal teams to resolve issues promptly
• Handle incoming cases, escalating when necessary to ensure timely resolutions
• Respond to customer inquiries via phone, chat, and email, maintaining high efficiency
• Document customer interactions and solutions in our case management system
• Keep customers informed about critical updates and system changes

Qualifications 

• 2+ years of call center experience in a technical setting is required
• Industry experience in physical security and access control is a plus
• Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT
• Strong service orientation with a passion for delivering exceptional customer experiences
• Ability to multitask, work independently, and contribute effectively to a team
• Excellent problem-solving skills, organizational/time management abilities, and ownership of issues
• Team-oriented with integrity, dependability, and adaptability
• Empathetic listener with stress management capabilities
• Excellent written and verbal communication skills with a knack for research
• Bilingual fluency in English and Spanish is a plus
• Familiarity with Salesforce or similar CRM platforms is a plus
• Willingness to work occasional Saturdays and/or holidays is preferred
• Employment offers are contingent upon: successfully passing a background and credit check; the ability to commit to an initial 5-week [paid] training schedule of M-F 9 am-5 pm EST; and the ability to travel to Bethesda, MD, to attend New Hire Orientation

The total compensation package for this full-time position includes an hourly wage of $20.00/hr. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location. Learn more at www.brivo.com/about/careers.

About Us

Brivo Systems LLC created the cloud-based access control and smart spaces technology category over 20 years ago and remains the global leader serving commercial real estate, multifamily residential, and large distributed enterprises. The company’s comprehensive product ecosystem and open API provide businesses with powerful digital tools to increase security automation, elevate employee and tenant experience, and improve the safety of all people and assets in the built environment. Brivo’s building access platform is now the digital foundation for the world's largest collection of customer facilities, protecting over 600 million square feet across 60+ countries. Brivo is privately held and headquartered in Bethesda, Maryland, USA. Learn more at www.Brivo.com.

Brivo is an Equal Opportunity/Affirmative Action Employer committed to providing an inclusive work environment. If you require reasonable accommodations during the application or interview process, please contact jobs@brivo.com.