Customer Service Representative

Technical Customer Service Representative

ABF Security is a locally owned and operated provider of residential and commercial security solutions dedicated to protecting homes, businesses, and families. Through advanced security, fire, and life-safety technologies, we help safeguard what matters most and provide peace of mind when it matters most. Our mission is simple: protect property, prevent loss, and help save lives.

The Technical Customer Service Representative serves as a primary point of contact for customers requiring technical support and service assistance. This role is responsible for troubleshooting issues, coordinating service requests, scheduling appointments, and ensuring timely communication between customers and technicians.

Responsibilities

• Create, process, and track service calls from initiation through completion
• Dispatch and distribute work orders to field technicians
• Schedule service appointments with customers
• Respond to and manage daily service desk emails
• Troubleshoot basic technical issues and answer customer inquiries
• Professionally handle a wide range of customer interactions, including both positive and challenging situations, while maintaining a calm, respectful, and solutions-focused approach
• Escalate complex problems and reassign calls when appropriate
• Accurately document and report service-related data
• Maintain effective communication with customers and service team members
• Develop and maintain a working knowledge of company products, services, standards, practices, and procedures
• Serve as the primary customer contact for post-installation service issues
• Participate in a rotating after-hours remote on-call schedule, providing customer support and service coordination approximately one week per month
• Support company initiatives, special projects, and other duties as assigned

Qualifications

• Minimum of 6 months of technical customer service experience preferred
• High school diploma or equivalent
• Exceptional communication and customer service skills
• Strong critical thinking and problem-solving abilities
• Self-motivated with the ability to thrive in a fast-paced, team-oriented environment
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities while maintaining a high level of customer satisfaction, including interactions with both satisfied and dissatisfied customers

Compensation & Benefits

• Medical, dental, and vision insurance
• Life and disability Insurance
• PTO
• 401(k) Retirement Plan
• Profit Sharing
• Career growth opportunities within a growing organization