Customer Service Representative Hybrid

FirstPRO Inc
May 14, 2022
Malvern, PA
Job Type


HYBRID position (currently 1 day in the Malvern, PA office per week)


1. Wednesday – Sunday 11:00 p.m. – 7:00 a.m.

2. Wednesday – Sunday 11:00 p.m. – 7:00 a.m.

Our Tracking Support Center continues to expand!! These critical positions require an action-oriented, flexible problem-solvers, who thrive in an invigorating and challenging environment assisting law enforcement partners and customers in a professional, effortless manner. Our TSC team provides support 24 hrs./day, 7 days/week, 365 days/year.

If you’re looking for a meaningful, long-term career you can feel proud of, this role may be the right fit ! Our Tracking Support Center Representatives are an essential part of 3SI’s crime-fighting mission to deliver live, accurate GPS tracking support to law enforcement.

Here's What You'll Do:

Ø Read maps (similar to our car’s GPS maps) and provide clear direction to law enforcement

Ø Provide excellent customer service, while maintaining focus during crime/non-crime situations

Ø Demonstrate conflict resolution, negotiation, and de-escalation skills

Ø Research/resolve/explain step-by-step technical trouble-shooting solutions

Ø Listen and comprehend information shared by others; ask questions to interpret and analyze

Ø Effectively communicate with customers/law enforcement while gathering and recording important information; maintain logs and document all calls.

Here’s What it Takes:

Ø Maintain a full time, 5 day/8-hour schedule (40 hrs. per week)

Ø Available to work some but not all holidays

Ø Ability to follow multiple departmental policies procedures simultaneously, comfortable in a rapidly changing environment

Ø Proficiency in Microsoft Office Products – Word, Excel, Outlook, etc.

Ø Strong communication skills – able to compose grammatically correct, concise, and accurate documentation

Ø Poise under pressure - engaging with police dispatch during live crime events; s trong character, sound judgement, a level head, and critical thinking; positive attitude

Ø Outstanding organizational skills and multi-tasking abilities

Ø Ability to investigate and monitor events using multiple tools and applications simultaneously during shift

Ø Fluent in English (oral and written), bi-lingual (Spanish) a plus.

Ø High-volume Customer Service or 911/Dispatch experience required; College degree preferred; Recent graduates with a Criminal Justice degree encouraged to apply.

Ø Type a minimum of 45 WPM

Ø Job offer contingent upon passing background check and drug screening; must be fully COVID vaccinated

Here’s What 3SI Offers:

Ø Paid 3 to 4-week training (Mon – Fri 9am – 5pm in our Malvern office)

Ø Benefits offered starting first day: Medical, Dental, Vision

Ø Paid time off: 2 weeks’ vacation plus personal and sick time

Ø 401K Savings Plan

Ø A casual dress work environment

Ø Opportunities to advance

Ø Work schedule set in advance & reviewed with representatives prior to publication

Ø Overtime eligible

Ø Time and a half for corporate holidays worked

Ø Convenient location at Routes 202 & 29

Ø Visit our website:

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