Customer Service Representative - SME

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

We are looking for people who are enthusiastic about customer service, who wants to be responsible for supporting inbound calls which involve resolving a wide variety of complex customer issues. Call types include order inquiries, warranty replacement requests, post-sale related customer service inquiries, and service/ repair requests. The Ideal candidate is someone who can:

• Be responsible for day-to-day monitoring and management of incoming contact channels (Phone, Email, Chat) and agent status to ensure adequate coverage, making adjustments as needed.

• Maintain schedules and monitor time-off requests and time reporting for FTE’s and contract workers.

• Train, continually coach & educate the Level 1 agents to ensure the highest standards for our customer support experience are achieved and maintained.

• Conduct regular ticket audits and reviews (informally and through QA) and constantly practice active coaching on a day-to-day basis.

• Work closely alongside other Supervisors, Training/Enablement, Workforce Management, and Support Operations Leadership to plan/execute structured education (both for initial onboarding and ongoing development).

• Be the initial point of escalation for Tier 1 questions and escalations from your team, and work with the management team on the resolution when needed.

• Constantly go above and beyond to serve our customers and your team, and be a standard-setting example for customer satisfaction.

• Think strategically about the current process and how to improve them.

• Answer customer-facing calls in order to remain up to date with the customers and team and to assist with peak phone volumes.

• Champion, role model, and embed Motorola’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

• Hire, develop and lead an inclusive, engaged, and high performing team.

#LI-AN1

• Fluent in English (spoken and written).

• Education: High School Diploma, GED, or Certificado de Preparatoria (USA or Mexico).

• 1 year of work experience.

• Full-time availability.

• Availability to work in Reynosa, 2 days from our site (Ave. Industrial del Norte esq. Ave Industrial Rio Bravo Suite B Parque Industrial del Norte Reynosa).

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.