Job Description

JOB DESCRIPTION – CUSTOMER SERVICE REPRESENTATIVE

Who We Are

GardaWorld is a global leader in security services, integrated risk management, and cash management solutions. The company employs more than 132,000 highly skilled and dedicated professionals.

Driven by a dynamic entrepreneurial culture and core values of integrity, vigilance, trust, and respect, GardaWorld provides sophisticated security and technology solutions tailored to its clients’ needs through close partnerships and consistently superior service delivery.

Recognizing the essential role of security in business operations and community protection, GardaWorld is proud to be the long-standing preferred security partner of some of the world’s most prestigious brands, Fortune 500 companies, and governments.

Our Mission

Our mission is simple: to make the world safer by protecting people, assets, and our clients’ operations around the globe.

We can only accomplish this mission by upholding the highest standards in every jurisdiction where we operate. We are a values-driven organization and take pride in our work and our results-oriented approach.

Our core values — integrity, trust, vigilance, and respect — are reflected in everything we do throughout our operations.

Integrity. Trust. Vigilance. Respect.

Your Role

The Customer Service Representative is the voice of the company. Ensuring exemplary service is provided to all internal and external customers is essential. A customer-focused approach is required to maintain long-term customer satisfaction.

This position is suited to a highly organized individual with excellent communication skills, sound judgment, and experience in a direct sales environment focused on proactive customer development.

You will be part of a collaborative and supportive team that values your ideas and contributes to your success.

Key Performance Indicators (KPIs)

• Telephone Service Level: 85% of calls answered within 60 seconds.
• Call Quality: Quarterly score of 90%.
• Performance: Quarterly score of 100%.
• Average Call Handling Time: Less than 5 minutes.
• Podium Review Invitations: 120 invitations per quarter.
• Ticket Closure Rate: 70% of tickets closed within 7 days.

Duties and Responsibilities (Non-Exhaustive List)

• Respond to customer telephone inquiries confidently and professionally, using the tools and resources provided.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Demonstrate excellent problem-solving skills.
• Resolve customer concerns by asking clarifying questions, identifying the root cause of the issue, selecting and explaining the best solution, expediting corrective actions, and following up to confirm resolution.
• Enter data accurately.
• Recommend improvements or changes that could benefit customers and increase efficiency.
• Maintain a strong knowledge of products to answer questions quickly and confidently.
• Communicate and coordinate activities with colleagues as needed.
• Be willing to take on additional projects and responsibilities as required.

Skills and Qualifications

• High school diploma.
• Proficiency with computer tools and applications.
• At least one year of customer service experience.
• Collections experience is an asset.
• Technical support experience is an asset.
• Excellent oral and written communication skills.
• Ability to collaborate effectively within a multigenerational team with varying skill levels.
• Sales experience is an asset.
• Experience managing complex situations and escalated customer inquiries.
• Availability for on-call periods, as needed.
• Availability to work weekends, evenings, and holidays, as needed.
• On-site position at the office.

Position Details

• Division: Garda Alarm Services Corporation
• Reporting To: Customer Experience Team Lead and Customer Experience Manager
• Employment Status: Full-time
• Work Location: On-site at the office

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