Inside Security Customer Service Representative

Description Heartland Security Services | Melrose, MN

About Heartland Security Services Heartland Security Services is a Minnesota-based security company owned by electric cooperatives and dedicated to protecting homes, businesses, and communities throughout the state. We design, install, and support customized security and automation solutions backed by award-winning emergency response, exceptional customer service, and competitive rates. Our mission is simple: protect what matters most, with care, technology, and trust.

Position Summary The Inside Security CSR role serves as the primary point of contact for customers requiring service, maintenance, troubleshooting, and support for electronic security systems. As an Inside Security Technician, you will coordinate service appointments, troubleshoot system issues over the phone, manage service inventory, and support both customers and field technicians throughout the service process. You'll play a critical role in ensuring a positive customer experience while helping keep security, fire, access control, and video systems operating effectively. This position is ideal for someone with strong communication skills, technical aptitude, and a passion for customer service and problem-solving.

Location 213 8th Ave NW #2, Melrose, MN 56352

Pay and Benefits Compensation: $28.00 - $34.00 per hour based on experience

Heartland Security Services offers a competitive compensation and benefits package designed to support your health, financial well-being, and work-life balance, including:

• Medical insurance with Health Savings Account (HSA)
• Dental insurance
• 401(k) retirement plan
• Paid time off and holidays
• Ongoing training and professional development opportunities
• Career growth within a well-established Minnesota security company

What You'll Do 60% Service Coordination & Technical Support

• Serve as a primary point of contact for customers throughout the service process.
• Troubleshoot security system equipment and technical issues with customers over the phone.
• Assist field technicians with installation, maintenance, and repair needs.
• Upload and download programming and code to alarm panels.
• Help resolve customer questions and concerns in a timely and professional manner.
• Provide excellent customer service while representing Heartland Security Services in a positive and professional manner.

25% Scheduling & Service Administration

• Schedule service, maintenance, and fire inspection appointments.
• Plan and track service work and keep customers, technicians, and internal teams updated on status.
• Work with the Job department to optimize scheduling for jobs and service.
• Close and bill completed service tickets.
• Track and maintain inventory of service parts.

15% Team Activities & Development

• Attend department meetings, including occasional meetings outside normal work hours.
• Participate in Heartland Security Services training and continuing education programs.
• Stay current on industry standards, regulations, laws, and applicable code requirements.

Requirements

Education and Experience

• One or more years of installation scheduling experience OR
• One or more years of hands-on security system installation or service experience.
• Technical education in electronic or electrical disciplines is beneficial.

Knowledge, Skills, and Abilities

• Knowledge of electronic, electrical, or low-voltage systems
• Understanding of basic electrical theory and wiring practices
• Strong customer service and interpersonal skills
• Excellent verbal and written communication abilities
• Ability to troubleshoot technical issues and solve problems effectively
• Intermediate computer skills and proficiency with common business software
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Ability to maintain confidentiality of sensitive customer information
• Knowledge of applicable industry standards, codes, and regulations
• Commitment to workplace safety and safe work practices

Working Conditions

• Primarily works in an office environment with frequent computer and telephone use.
• Ability to manage multiple priorities, troubleshoot technical issues, and maintain attention to detail.
• Frequent interaction with customers, technicians, and other employees.
• Occasional light physical activity when assisting with installation or service work.
• Occasional local travel may be required.