Remote Escalations Representative Jobs in Reston, VA

Join the leader in providing smarter solutions for a safer world.
The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

• Responsible for receiving client communications, issue evaluation and resolution or escalation as needed.
• Ensures that client issues are resolved in an efficient and satisfactory manner.  
• Performs Card Administration, Work Order creation as well as follow, Data Updates, Report Requests and various other requests for information or actions.
• Validates completion of all requests and provides acknowledgement of completion to customers.  
• Maintains awareness of customer needs and forwards notifications of opportunities for account growth or enhancements to services offered to the Account Manager, Sales or Business Development support.
• Communicates any non-standard client goals/request to the client's Account Manager for follow up.
• Maintains understanding of policies and procedures of OC, Service, Account Management, Billing in order to provide proper feedback and setting proper expectations to customers.

• At least 1-3 years of customer service experience preferred
• Excellent writing and verbal skills.
• Clear speaking voice and excellent telephone manner.
• Excellent organizational skills.
• Desire to provide excellent customer assistance.
• Desire and ability to work as a team player.
• Ability to interface and communicate with customers and coworkers in a clear and professional manner.

Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

The anticipated base salary range for this position is $35,000 – $50,000 annually, depending on experience, skills, education, and other job-related factors. This range reflects base pay only and may not include bonus, commission, equity, or other incentive compensation, where applicable. Actual offers are determined individually based on the candidate's qualifications and internal equity considerations. Kastle Systems (and its affiliate, i2G) offers a competitive benefits package, which may include medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits, depending on position and location.

At Kastle, we believe that diversity makes us stronger -  at work and in the world.  Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.

• At least 1-3 years of customer service experience preferred
• Excellent writing and verbal skills.
• Clear speaking voice and excellent telephone manner.
• Excellent organizational skills.
• Desire to provide excellent customer assistance.
• Desire and ability to work as a team player.
• Ability to interface and communicate with customers and coworkers in a clear and professional manner.