Customer Service Representative (Weekend Availability)

Position : Customer Service Representative II, Access Management

Location : Redmond, WA (onsite)

Salary : $31.25 per hour

SUMMARY

The Customer Service Representative II (CSR2) is the first point of contact for customers needing help with building access and security credentials. This role focuses on providing excellent service by answering questions, resolving access issues, and ensuring customers can enter facilities without delays. Responsibilities include responding to emails and in-person inquiries, troubleshooting problems, escalating complex cases to the right teams, and keeping customers informed throughout the process. The position also supports special projects and handles administrative tasks as needed. Schedule : Friday-Monday, 7 : 00 a.m. to 5 : 30 p.m. (includes weekend coverage). Weekend coverage is independent, meaning you'll be trusted to handle responsibilities without onsite support.

ESSENTIAL FUNCTIONS :

• Greet and assist all customers with building access requests, while ensuring quality customer service.
• Process incoming emails and chats using the service desk system.
• Coordinate issuance and administration of physical access and smart cards.
• Provide Tier1 / Tier2 support for network access including troubleshooting and end user guidance for Multi-Factor Authentication / Virtual Private Network / Remote Access Service.
• Tier1 / Tier2 level support for access management, which may include escalating Tier3 issues to various teams to coordinate support for internal tools.
• Provide ongoing support for system users (cardholders, access manager, custodians, and owners, and approvers) and VPN / RAS users.
• Monitor the systems and respond in accordance with prescribed access control procedures.
• Use shipping tools to create shipment requests and track packages worldwide to ensure delivery.
• Process incoming mail and packages.
• Assist with procedural review, analysis and process development.
• Explore and adopt changing technology in preparation for, and to accommodate evolving company needs.
• Responsible for urgent access terminations, adhering to strict SLA's that requires a maximum response time of 4 hours.
• Monitor Urgent Escalations inbox. Review, investigate, and escalate as appropriate using a detail oriented, independent thinking and confident approach while utilizing best discretion. Especially during the hours (i.e. weekends) when management is out of the office.
• Function as the primary back-up to New Employee Orientation.
• Provide training to internal teams on new and / or existing internal tools and processes.
• Provide support to global teams that manage access control in their regions to ensure success in their daily operations. This may include support for access control tools used, drafting communications, and maintaining the SharePoint with updated supporting documentation and policies.
• Maintain in-depth knowledge of all established policies / procedures and update internal documentation accordingly.
• Run, export, extrapolate, and audit data for monthly reports for the client business groups.

KEY COMPETENCIES

MINIMUM HIRING STANDARDS

EDUCATION AND EXPERIENCE

WORKING CONDITIONS AND PHYSICAL / MENTAL DEMANDS

With or without reasonable accommodation, the candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include :

"Securitas is committed to diversity, equity, inclusion and belonging in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic."

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.

Benefits include :

Additionally, some populations may have the availability of accessing earned wages on a daily basis, prior to payday. Restrictions and fees may apply.

Certain waiting periods may also apply. Paid time away from work may be available either through a combination of vacation and sick time or under a PTO policy, depending on local requirements. Benefits may be different for union members.