Customer Service Representative II

An Amazing Career Opportunity foraCustomer Service Representative!!

Location: Austin Texas

Job ID: 41150

The Customer Service Representative II is a pivotal member of the North American Physical Access Control Solutions division headquartered in Austin TX. Reporting to the Team Manager this Level 2 role not only delivers exceptional customer service but also demonstrates leadership by mentoring peers managing escalated cases and serving as a subject matter expert on HID products and processes.

Who are we

HID powers the trusted identities of the worlds 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 4500 worldwide employees.Check us out here:and Access Control Solutions (PACS):

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced reliable access control solutions. From cutting-edge readers credentials and controllers to mobile and biometric technologies HID PACS empowers organizations worldwide to protect their people property and assets with scalable high-quality solutions.

This is more than just a job its your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Are you ready to make a difference Join us and help shape the future of security.

As our Customer Service Representative youll support HIDs successby:

• Serving as the primary escalation point for complex customer issues delivering expert guidance and timely resolution via both phone and email communications.
• Mentoring and supporting Level I Customer Service Representatives fostering best practices process adherence and continuous professional development within the team.
• Collaborating closely with Regional Sales Inside Sales Order Management and other departments to resolve customer orders and address high-impact challenges ensuring effective communication and solutions.
• Developing and maintaining advanced expertise in HID products and services actively participating in ongoing training and acting as a key information resource for team members.
• Representing the Customer Service Team as a subject matter expert on projects and testing initiatives contributing specialized knowledge and insights as needed.

YourExperienceand Background include:

• Minimum of three years customer service experience required with demonstrated leadership or mentoring experience preferred.
• High school diploma required; associates or bachelors degree in business technology or a related field strongly preferred.
• Fluency in English with exemplary verbal and written communication skills and the ability to influence and teach others.
• Strong initiative advanced judgment and the ability to prioritize and manage multiple complex tasks with accuracy and efficiency.
• Proficiency with Microsoft Office Suite; advanced experience with Salesforce and Oracle preferred.
• Demonstrated commitment to high professional standards business etiquette and leadership in customer service excellence.

What we can offer you:

• Competitive salary and rewards package

• Competitive benefits and annual leave offering allowing for work-life balance

• A vibrant welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware software and services that allow people to confidently navigate the physical and digital worlds

Why apply

• Empowerment: Youll work as part of a global team in a flexible workenvironment learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents skills and experiences. You dont need to check all the 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 does not accept unsolicited resumes from headhunters recruitment agencies or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse equitable and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer we welcome 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. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions please contact .

We make it easier for people to get where they want to go!
On an average day think of how many times you tap twist tag push or swipe to get access find information connect with others or track something. HID technology is behind billions of interactions in more than 100 countries. We help you create a verified trusted identity that can get you where you need to go without having to think about it.

When you join our HID team youll also be part of the ASSA ABLOY Group the global leader in access solutions. Youll have 63000 colleagues in more than 70 different countries. 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 its important to us to have diverse inclusive teams and we value different perspectives and experiences.

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