Securitas Security Services USA, Inc. · 1 month ago
Customer Service Representative (Weekend Availability)
Redmond, WA, United States
Full-time
Onsite
Mid Level
$31.25/hr - $31.25/hr
3+ years expSecuritas Security Services USA, Inc. is seeking a Customer Service Representative II who will be the first point of contact for customers needing help with building access and security credentials. The role focuses on providing excellent service by troubleshooting access issues and ensuring customers can enter facilities without delays, while managing various administrative tasks.
Public SafetyRisk ManagementSecurity
Responsibilities
Greet and assist all customers with building access requests, while ensuring quality customer service
Process incoming emails and chats using the service desk system
Coordinate issuance and administration of physical access and smart cards
Provide Tier1/Tier2 support for network access including troubleshooting and end user guidance for Multi-Factor Authentication/Virtual Private Network/Remote Access Service
Tier1/Tier2 level support for access management, which may include escalating Tier3 issues to various teams to coordinate support for internal tools
Provide ongoing support for system users (cardholders, access manager, custodians, and owners, and approvers) and VPN/RAS users
Monitor the systems and respond in accordance with prescribed access control procedures
Use shipping tools to create shipment requests and track packages worldwide to ensure delivery
Process incoming mail and packages
Assist with procedural review, analysis and process development
Explore and adopt changing technology in preparation for, and to accommodate evolving company needs
Responsible for urgent access terminations, adhering to strict SLA’s that requires a maximum response time of 4 hours
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
Function as the primary back-up to New Employee Orientation
Provide training to internal teams on new and/or existing internal tools and processes
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
Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly
Run, export, extrapolate, and audit data for monthly reports for the client business groups
Qualification
Required
Must be at least 18 years of age
Must have a reliable means of communication (cell phone)
Must have a reliable means of transportation (public or private)
Must have the legal right to work in the United States
Must have the ability to speak, read, and write English
Must have a High School Diploma or GED
Must be willing to participate in the Company's pre-employment screening process, including drug screening and a background investigation
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
Proficiency in Microsoft Suite including Teams, SharePoint, Microsoft Outlook, Word, Excel required
High attention to detail and well-developed organizational skills
Ability to identify key issues and escalate as needed
Ability to work with external teams in a professional and courteous manner
Able to work in a fast-paced environment while effectively making decisions
Ability to learn new technically involved tasks as needed
Proficient problem solving, analysis, and research skills
Ability to work in a team environment and able to complete tasks in a timely manner
Ability to work independently with little to no supervision
Positive customer service experience with strong listening skills and patience
Ability to work professionally and productively with others
Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition
Preferred
Experience with LENEL and Rightcrowd access control systems is a plus
Experience with ServiceNow system is a plus
Company
Securitas Security Services USA, Inc.
Securitas knows Security. It is our only business.
10001+ employees
H1B Sponsorship
Securitas Security Services USA, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (5)
2022 (5)
2021 (5)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
A
Allan L Cordova
Chief Information Security Officer
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