Customer Account Associate (HID5376)

Full-time
HID Global
2019-01-25
Region: 
Long Beach, CA North AmericaUSLong Beach, CA


HID Global powers the trusted identities of the world’s people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Millions of people around the world use HID products and services to navigate their everyday lives, and over 2 billion things are connected through HID technology. We work with governments, educational institutions, hospitals, financial institutions, industrial businesses and some of the most innovative companies on the planet. Headquartered in Austin, Texas, HID Global has over 3,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com


Mercury Security, located in Long Beach, California, is the global leader in the design, manufacture and supply of access control security technology.  Mercury Security is part of HID Global, the provider of trusted identities to the world's people, places and things.

We offer a competitive and comprehensive compensation package which includes medical, dental, vision, life insurance, 401k, flex spending and PTO and FTO to qualifying employees.  Mercury is a casual working environment.

We are currently seeking a Customer Account Associate to support our customer service department. This position will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Education and/or Experience:

  • 2 year college degree at minimum or 5-7 years of experience in customer service field
  • Effective customer service skills, principles and practices
  • Proficient knowledge of relevant computer applications
  • Ability to type minimum of 30-60 WPM
  • Detailed and proficient in administrative procedures
  • Strong numeric skills, excellent verbal and written communication skills

Key Competencies

  • interpersonal skills
  • communication skills - verbal and written
  • listening skills
  • problem analysis and problem-solving
  • attention to detail and accuracy
  • data collection and ordering
  • customer service orientation
  • adaptability
  • initiative
  • stress tolerance

Preferred Qualifications:

  • Product knowledge

Job Responsibilities:

  • Deal directly with customers either by telephone, electronically or face to face
  • Respond promptly to customer inquiries
  • Handle and resolve customer complaints
  • Obtain and evaluate all relevant information to handle product and service inquiries
  • Provide pricing and delivery information
  • Perform customer verifications
  • Set up new customer accounts
  • Process orders, forms, applications and requests
  • Organize workflow to meet customer timeframes
  • Direct requests and unresolved issues to the designated resource
  • Manage customers' accounts
  • Keep records of customer interactions and transactions
  • Record details of inquiries, comments and complaints
  • Record details of actions taken
  • Prepare and distribute customer activity reports
  • Maintain customer databases
  • Manage administration
  • Communicate and coordinate with internal departments
  • Follow up on customer interactions
  • Provide feedback on the efficiency of the customer service process
  • Additional activities as assigned by manager
  • Serve as backup person for front desk receptionist and support

Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Employee works primarily in an office environment, with in a well ventilated area, and is exposed to moderate noise levels.

Work Requirements

  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Must be legally eligible to work in the United States.  

 

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran 
If you have a disability which limits your ability to apply online, please contact us at [email protected], to submit your expression of interest in a position with our Company.