The Customer Service Representative (CSR) I, assigned to one of Pinkerton's largest global clients, works directly with the internal and external customers either in person or via email correspondence. The CSR manages access control requests and directs to the appropriate groups/businesses/individuals for resolution, facilitates effective communication both internal and in coordination with external stakeholders and interest groups, and assists in the completion of inter-business unit projects.

Essential Functions:

1. Represent Pinkerton's core values of integrity, vigilance, and excellence.
2. Greet and assist all Global Security Access Management (GSAM) customers within the assigned area while ensuring quality customer service.
3. Process incoming emails using client's ServiceNow ticketing system and messaging communication platforms to GSAM.
4. Provide tier 1 and tier 2 support for network access including troubleshooting.
5. Coordinate issuance and administration of physical access cards.
6. Monitor the system and respond in accordance with prescribed access control procedures.
7. Provide ongoing support for system users (cardholders) and offsite users.
8. Use the client's shipping tool to ship and track packages worldwide to ensure delivery.
9. Provide daily administration of the global access control system.
10. Maintain an in-depth knowledge of all established policies and procedures.
11. Support all department and company goals and objectives.
12. Process incoming mail and packages as established by internal GSAM policy.
13. Acknowledge and execute safe work practices and to be aware of company policies and procedures related to job safety, including safety rules and regulations.
14. All other duties, as assigned.

Education, Experience, and Certifications:

Degree in computer sciences or relevant discipline with up to one year in customer support, technical support, or similar field. Pinkerton is an inclusive employer that seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

• Capable of working under pressure while maintaining professionalism and patience with internal and external clients.
• Effective written and verbal communication skills in English.
• Serve as a productive and collaborative team member.
• Strong analysis, research, and problem-solving skills.
• Attentive to detail and accuracy.
• Able to effectively manage competing priorities and deadlines within a fast-paced environment.
• Computer skills; Microsoft 365 and SharePoint.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.