Customer Service Representative I

About the role

The Customer Service Representative I is a vital member of HID Global’s North American Physical Access Control Solutions (PACS) division, based in Austin, TX. This role serves as the primary point of contact for customers, providing timely, professional support while ensuring a high-quality customer experience. The position requires close collaboration with Sales, Order Management, and other internal teams to resolve inquiries and support order fulfillment.

Responsibilities

• Serving as the primary point of contact for internal and external customers, providing prompt and effective support via phone and email.
• Accurately documenting customer interactions and order-related activities in company systems.
• Resolving customer inquiries and pre-booking holds to support timely and accurate order processing.
• Maintaining compliance with HID Global policies, procedures, and service standards.
• Collaborating with Regional Sales, Inside Sales, Order Management, and cross-functional partners to resolve customer orders and communicate updates clearly and professionally.
• Developing and maintaining a strong understanding of HID products, services, systems, and processes.
• Participating in ongoing training and professional development to enhance product knowledge and customer service effectiveness.
• Demonstrating a customer-centric mindset while managing multiple tasks with efficiency and attention to detail.

Requirements

• Minimum of two (2) years of customer service experience.
• High school diploma or equivalent.
• Fluency in English with strong verbal and written communication skills.
• Demonstrated ability to multitask, exercise sound judgment, and maintain attention to detail.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Commitment to professional business etiquette and high standards of customer service.
• Associate or bachelor’s degree in Business, Technology, or a related field is preferred.
• Experience with Salesforce, Oracle, or other CRM/order management systems is preferred.
• Prior experience supporting sales or operations teams in a fast-paced environment is preferred.

Qualifications

• Minimum of two (2) years of customer service experience.
• High school diploma or equivalent.
• Fluency in English with strong verbal and written communication skills.
• Demonstrated ability to multitask, exercise sound judgment, and maintain attention to detail.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Commitment to professional business etiquette and high standards of customer service.
• Associate or bachelor’s degree in Business, Technology, or a related field is preferred.
• Experience with Salesforce, Oracle, or other CRM/order management systems is preferred.
• Prior experience supporting sales or operations teams in a fast-paced environment is preferred.

Skills

• Customer service experience.
• Strong verbal and written communication skills.
• Ability to multitask and exercise sound judgment.
• Proficiency with Microsoft Office applications.
• Understanding of HID products, services, systems, and processes.
• Ability to collaborate with cross-functional teams.
• Proactive problem-solving skills.

Benefits

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources.

Pay

Competitive salary and rewards package.

Schedule

Full-time schedule.

Benefits

• Competitive benefits and annual leave offering.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources.

Skills

• Customer service experience.
• Strong verbal and written communication skills.
• Ability to multitask and exercise sound judgment.
• Proficiency with Microsoft Office applications.
• Understanding of HID products, services, systems, and processes.
• Ability to collaborate with cross-functional teams.
• Proactive problem-solving skills.

Benefits

• Competitive benefits and annual leave offering.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources.

Why apply?

• Empowerment: Work as part of a global team in a flexible work environment, learning and enhancing your expertise.
• Innovation: Embrace challenges and drive change.
• Integrity: Be results-orientated, reliable, and straightforward, and value being treated accordingly.

Equal Opportunity Employer

HID Global is an equal opportunity employer and welcomes applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.