Customer Service Representative.

1. Position Summary
The Customer Service Representative (CSR) serves as the primary point of contact between the company and its clients. The role is responsible for managing customer inquiries, coordinating service requests, closing out and invoicing completed jobs (including on-call jobs), supporting alarm monitoring operations, providing general information on guarding services, resolving complaints, and ensuring service level agreements (SLAs) are upheld. The CSR reports to the Operations Manager and works under the day-to-day guidance of the Senior Customer Service Representative.
This position requires strong communication skills, attention to detail, urgency in response, and the ability to operate within a high-liability security environment.
2. Key Responsibilities
2.1 Customer Communication
• Respond to incoming calls, emails, and walk-in inquiries.
• Provide clear, professional, and accurate information regarding services (alarm monitoring, guarding, CCTV, access control, fire systems, GPS tracking, etc.).
• Provide general information on Guarding Division services; refer all other guarding enquiries and requests directly to the Guarding Division.
• Maintain courteous, calm, and solution-oriented communication at all times.
• Draft professional written correspondence to customers.
2.2 Service Coordination & Dispatch Support
• Log service calls accurately into the company job management system (Simpro)
• Coordinate technician dispatch for maintenance and emergency call-outs.
• Review daily system reports (e.g., “No Test” and “Low Battery”) and action faults promptly so all customer systems remain operational.
• Track materials and parts required for open jobs, liaising with the warehouse and purchasing to prevent scheduling delays.
• Escalate urgent system failures (e.g., “No Test,” “Low Battery,” communication failures, offline systems).
• Follow up to ensure service completion and customer satisfaction.
• Close out completed jobs in Simpro and invoice them promptly, ensuring labour, materials, and job notes are complete and accurate.
• Log on-call (after-hours) jobs in Simpro, then close out and invoice them.
2.3 Monitoring & Security Support
• Liaise with Central Monitoring Station (CMS) when required.
• Assist with alarm activation follow-ups.
• Verify client contact lists and emergency response instructions.
• Maintain confidentiality of facility codes and security credentials.
2.4 Complaint Handling & Resolution
• Record and track complaints in a Complaint Log.
• Investigate issues in coordination with Operations or Technical teams.
• Provide timely feedback and resolution updates to customers.
• Escalate unresolved matters to management.
2.5 Administrative & Billing Support
• Assist with invoice queries and statement clarification.
• Support PMA (Preventative Maintenance Agreement) tracking, including scheduled maintenance visits and upcoming renewals.
• Maintain accurate customer records in system.
• Assist with SIM card tracking and equipment return documentation.
2.6 SLA & KPI Compliance
• Ensure response times align with SLA requirements.
• Monitor open jobs and aging service requests.
• Support reporting metrics such as:
o Call response time
o Job closure rate
o Complaint resolution time
o Customer satisfaction ratings
2.7 Customer Engagement & Continuous Improvement
• Proactively contact customers regarding service updates, repairs, upgrades, and renewals.
• Educate customers on the features and benefits of their services to promote optimal use.
• Gather customer feedback and relay it to the relevant departments to support service improvements.
• Identify opportunities for process improvement within Customer Service and contribute to best practices.
2.8 Training & Ramp-Up
• Complete TSCL’s Customer Service onboarding and training program, delivered by the existing CS team, within the first 90 days.
• Work alongside the Senior CSR for day-to-day prioritization, escalations, and quality checks.
• Build working knowledge of TSCL’s divisions (ISS, Central Station, Sat Trak, Fire, CCTV) and their service processes.
3. Required Competencies
Technical Skills
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience using CRM or job management software.
• Basic understanding of security systems (alarm, CCTV, access control) preferred.
Soft Skills
• Professional written and verbal communication.
• High emotional intelligence.
• Ability to de-escalate frustrated customers.
• Strong organizational and multitasking skills.
• Attention to detail.
• Ability to work under pressure in urgent situations.
4. Education & Experience
• Minimum High School Diploma (Associate’s Degree preferred).
• 2+ years customer service experience (security industry preferred).
• Experience in dispatch or operations support is an asset.
• Clean police clearance certificate required.
5. Please Note
This job description outlines the general nature and level of work performed by individuals in this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. The incumbent may be required to perform other duties as assigned.