Customer Service Advocate

An Amazing Career Opportunity for a Customer  Service Advocate!!

Location: Austin, Texas

Job ID: 31863

HID is seeking a new team member to join our growing Customer Service team.

If you like to work within a fast-paced environment ensuring that customers receive the support they need through all phases of their ordering experience, this is the role for you.

You will be responsible for building and maintaining relationships with customers for physical access control solutions in North America.

The qualified candidate will collaborate with and support Regional Sales, Inside Sales, Order Management, as well as other internal teams to provide an exceptional customer experience.

If this sounds like you keep on reading !

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

Physical Access Control Solutions (PACS)

HID PAC’s Business Unit focuses on the growth of new clients and existing clients where we leverage the latest card and reader technologies to solve the security challenges of our clients. Other areas of focus will include authentication, card sub systems, card encoding, Biometrics, location services and all other aspects of a physical access control infrastructure. 

As our Customer Advocate, you’ll support HID’s success by: 

• Build and maintain an excellent relationship with customers both internal and external
• Ensure customer information is accurate in Salesforce
• Ensure Oracle is accurate for customer accounts
• Build your knowledge of HID products and attend training as required
• Assist customers by phone and email via Salesforce
• Resolve pre-booking holds with customers and internal stakeholders
• Coordinate with other departments to resolve customer orders, issues, and concerns
• Ability to learn complex systems & processes
• Log all communication with customers in Salesforce
• Proactively communicate with customers to inform them of any changes relating to their orders as advised by Production Control or other departments.

What we will love about your background: 

• Passion to provide the highest level of customer service
• Self-starter who can work with limited supervision and make difficult decisions
• Able to perform multiple tasks simultaneously to a high degree of quality/accuracy and to consistently achieve team/department goals
• Team player seeking to resolve customer issues cross-departmentally with stakeholders
• Able to clearly and effectively communicate with customers by telephone and email
• Has attention to detail and diligently works to satisfy customers

Your Experience and Education include:     

• Must have at least two years of customer service experience, preferably in a call center
• Must have a High School diploma and some college is preferred.
• Proficient in MS Office applications, such as Word, Excel, and PowerPoint
• Experience working with Salesforce and Oracle is preferred.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.