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 remote role works with the second shift team: Monday - Friday, from 11:30 am - 8:00 pm EST. We welcome applications from US-based candidates who are local/hybrid, or fully remote and highly encourage candidates residing in the Mountain and Pacific time zones to apply.

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 change

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 expected total compensation package for this full-time, non-exempt position includes a base pay rate of $20.00 per hour. Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (includes base salary and, where applicable, may include incentive or overtime pay), Brivonians are eligible for benefits & perks (www.brivo.com/about/careers) based on their work locations.

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 largest collection of customer facilities in the world, protecting over 600 million square feet across 60+ countries. Brivo is privately held and headquartered in Bethesda, Maryland. Learn more at www.Brivo.com

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

Brivo, Inc. jobs

Customer Service Representative - $20/hr