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: Fridayu2013Monday, 7:00 a.m. to 5:30 p.m. (includes weekend coverage). Weekend coverage is independent, meaning youu2019ll be trusted to handle responsibilities without onsite support. ESSENTIAL FUNCTIONS: u2022 Greet and assist all customers with building access requests, while ensuring quality customer service. u2022 Process incoming emails and chats using the service desk system. u2022 Coordinate issuance and administration of physical access and smart cards. u2022 Provide Tier1/Tier2 support for network access including troubleshooting and end user guidance for Multi-Factor Authentication/Virtual Private Network/Remote Access Service. u2022 Tier1/Tier2 level support for access management, which may include escalating Tier3 issues to various teams to coordinate support for internal tools. u2022 Provide ongoing support for system users (cardholders, access manager, custodians, and owners, and approvers) and VPN/RAS users. u2022 Monitor the systems and respond in accordance with prescribed access control procedures. u2022 Use shipping tools to create shipment requests and track packages worldwide to ensure delivery. u2022 Process incoming mail and packages. u2022 Assist with procedural review, analysis and process development. u2022 Explore and adopt changing technology in preparation for, and to accommodate evolving company needs. u2022 Responsible for urgent access terminations, adhering to strict SLAu2019s that requires a maximum response time of 4 hours. u2022 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. u2022 Function as the primary back-up to New Employee Orientation. u2022 Provide training to internal teams on new and/or existing internal tools and processes. u2022 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. u2022 Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly. u2022 Run, export, extrapolate, and audit data for monthly reports for the client business groups. u2022 KEY COMPETENCIES u2022 High attention to detail and well-developed organizational skills. u2022 Ability to identify key issues and escalate as needed. u2022 Ability to work with external teams in a professional and courteous manner. u2022 Able to work in a fast-paced environment while effectively making decisions. u2022 Ability to learn new technically involved tasks as needed. u2022 Proficient problem solving, analysis, and research skills. u2022 Ability to work in a team environment and able to complete tasks in a timely manner. u2022 Ability to work independently with little to no supervision. u2022 Positive customer service experience with strong listening skills and patience. u2022 Ability to work professionally and productively with others. u2022 Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition. u2022 MINIMUM HIRING STANDARDS u2022 Must be at least 18 years of age. u2022 Must have a reliable means of communication (cell phone). u2022 Must have a reliable means of transportation (public or private). u2022 Must have the legal right to work in the United States. u2022 Must have the ability to speak, read, and write English. u2022 Must have a High School Diploma or GED. u2022 Must be willing to participate in the Companyu2019s pre-employment screening process, including drug screening and a background investigation. u2022 EDUCATION AND EXPERIENCE u2022 Associate degree and 3+ years of work experience in a related field that demonstrates high-level support experience leveraging technology and systems. An equivalent combination of education, certifications, and/or experience may be considered in lieu of a degree. u2022 Proficiency in Microsoft Suite including Teams, SharePoint, Microsoft Outlook, Word, Excel required. u2022 Experience with LENEL and Rightcrowd access control systems is a plus. u2022 Experience with ServiceNow system is a plus. 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: + May be required to occasionally work nights or weekends to support global or emergent issues. + Maintain composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations. + Required ability to handle multiple tasks concurrently. + Computer usage, which may include prolonged periods of data analysis. + Handling and being exposed to sensitive and confidential information. + Occasional lifting and/or moving up to 10 pounds, and occasionally 25 pounds . u201cSecuritas 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.u201d 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, weu2019re looking for you to join the Securitas team. Benefits include: + Retirement plan + Employer-provided medical and dental coverage + Company-paid life insurance + Voluntary life and disability insurance + Employee assistance plan + Securitas Saves discount program + Paid holidays + Paid time away from work 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.

Created: 2025-12-08