Customer Service Representative II

An Amazing Career Opportunity for a Customer 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 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 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 – it’s 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, you’ll support HID’s success by: 

• 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.

 

 

Your Experience and Background include:  

• Minimum of three years’ customer service experience required, with demonstrated leadership or mentoring experience preferred.
• High school diploma required; associate’s or bachelor’s 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 offerin