Job #
Job Title
Customer Support Specialist Job Description
Department
Location
San Antonio, TX, USA
Job Type
Shift
Job Description / Details
Summary
Summary
Provide Customer Support to NAVCO’s Gold Accounts billing 500K +. Responsible for creating and processing customer contracts, account maintenance and account management.
THE JOB/THE GIST
Support Sales Reps by creating and processing Customer contracts and Account Management
WHO YOU ARE
You are a self-starter, a driven individual looking to provide world-class service to your clients, colleagues, and community. You are a person of integrity who strives to cultivate an open and accepting work environment where growth, accountability, and quality are valued.
WHO WE ARE
In 1971 we opened doors in Chelmsford, MA before moving headquarters to Southern California. From our inception we’ve been committed to innovation and world-class service, building off our company
values of Quality, Teamwork, Respect, Honesty, Integrity, and Responsibility. Now an employee-owned company, NAVCO is one of the largest security integrators in the country, with security experts who are
personally invested in and dedicated to creating a safer and more financially secure environment for all.
Company Benefits and Perks:
ESOP-Employee Stock Ownership Program
401 K Retirement Plan
HSA/PPO health plans, dental, vision, and supplemental life insurance
Annual Profit-Sharing Bonus
Vacation based on years of service:
o 1 year to end of 4 years: 8 days.
o 5+ years: 13 days
Recognition and Rewards program- Work Tango
Sick/Mental Health Days: 5 paid days annually
Social Responsibility Day (1 paid workday annually to volunteer in your community)
10 paid Holidays
Magellan Employee Assistance Program
Essential Duties & Responsibilities
HOURS: Determined by Management
ESSENTIAL DUTIES AND RESPONSIBILITES include the following, other duties may be assigned
• Creating orders in the Sales Hub quoting system
• Submitting customer contracts to the customer. This includes creating the shell, adding floor plans, spec sheets, editing and converting the contract or proposal to PDF or a Customized Customer contract once reviewed and approved by the Sales Rep
• Entering contract information into the Customers Portal if applicable
ESSENTIAL DUTIES AND RESPONSIBILITES (continued)
• Prepare contract paperwork and send signed contract or PO to Order Entry for
installation processing
• Interface with customers (sending contracts, confirming site information for accounts
with standardized information, assisting with invoice questions and working with
accounting to resolve)
• Interface with NAVCO Internal Departments
• Maintaining Customer/Account tracker spreadsheets
• Pull Spec sheets from Vendor Websites
• Maintaining account information in the Sales Quoting System
• Creating and maintaining customer files
• Capable of reading CAD drawings
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
Requirements
QUALIFICATIONS
• Must have excellent customer service skills
• Good verbal and written communications skills
• Must be a self-starter able to work with minimal supervision
• Must be able to work from home in a home office environment
• Must have internet and phone capability
• Must be able to analyze and prioritize workload
• Good computer skills (Word, Excel, Smartsheet)
• At least 3 years servicing customers in a professional environment
• Capable of multi-tasking in a busy environment
• Attention to detail
• Capable of meeting deadlines
• Capable of managing multiple projects
• Critical thinking and decision-making skills
• Capable of reading CAD drawings
• Knowledge of CCTV, Alarm and Access control is desired
EDUCATION AND/OR EXPERIENCE
Associates degree (A.A.) or equivalent from a two-year school: or 3 years related experience and/or training combination of education and experience.
LANGUAGE SKILLS
Must have the ability to read and interpret instructions, correspondence, and operating procedures. Be able to write routine reports, correspondence, and ability to effectively present
information and speak to customers or employees of organization. Excellent phone etiquette and verbal communication skills required.
MATHEMATICAL SKILLS
Must have ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent and to perform
these operations using units of American money and weight measurement, volume, and distance.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized
situations.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to
enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use
hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be
made to enable individuals with disabilities to perform the essential functions. Professional appearance and business casual attire for this position. While performing the duties of this job, the
employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.
AAP/EEO STATEMENT
NAVCO provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In
addition to federal law requirements, NAVCO complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy
applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. NAVCO expressly
prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Improper interference with the ability of NAVCO’s employees to perform their job duties may result in discipline.
