Customer Service Specialist at RollKall

Irving, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Inbound Calls, Email Management, Workflow Management, Scheduling, Financial Administration, Compliance, Liaison, Ticketing System, Troubleshooting, Billing, Payroll Processing, Salesforce, Conflict Resolution, Reporting, Communication

Industry

Law Enforcement

Description

JOB SUMMARY Join RollKall as a Customer Service Specialist and be the real-time lifeline for officers, agencies, and communities! As a Customer Service Specialist, you’ll handle inbound calls and emails, manage critical workflows, and keep operations running smoothly. You will manage the administrative, scheduling, and financial aspects of officers working extra-duty jobs, ensuring compliance with agency policies and timely compensation. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and can deliver exceptional customer experiences independently. WHAT YOU’LL BE DOING Manage 90+ inbound customer service inquiries weekly via phone, email, and chat Act as a liaison between officers, law enforcement agencies, and businesses to ensure smooth job placements Provide account, workflow, and platform support to agencies, officers, and customers through our ticketing system Create, post, and manage off-duty job assignments with attention to agency compliance requirements Resolve scheduling conflicts, cancellations, and last-minute coverage needs in real time Troubleshoot billing and payment issues, verify officer hours, and reconcile payment discrepancies Monitor and respond to support tickets within defined SLA targets (response time, resolution rate) Process officer payroll submissions and ensure timely, accurate compensation Escalate urgent or complex issues to management with clear documentation Maintain accurate customer records and interaction history in Salesforce Compile and review invoices, payments, and operational data for reporting Generate reports on service metrics, common issues, and operational trends Document processes, issues, and resolutions for knowledge sharing and team training Coordinate with law enforcement agencies on certification requirements and policy updates Handle escalated customer complaints with professionalism, empathy, and urgency Participate in ongoing training on public safety protocols and local agency requirements TOOLS & LANGUAGES Salesforce (CRM and Service Cloud), Slack, Google Workspace, reporting and financial systems; quickly learn proprietary scheduling and workforce management platforms QUALIFICATIONS Required: 2+ years in customer support or call center roles with demonstrated experience using CRM/ticketing systems (Salesforce preferred) Proven experience managing high-volume inquiries (40+ daily) across multiple channels Strong multitasking and troubleshooting skills in fast-paced, deadline-driven environments Excellent verbal and written communication skills with a professional, solution-oriented tone Experience handling confidential personnel and financial information with discretion Detail-oriented with strong organizational skills and ability to prioritize competing demands Independent worker who can make sound decisions with minimal supervision Customer-first mindset with empathy, professionalism, and strong conflict resolution skills Quick learner of proprietary platforms, workflows, and industry-specific requirements High school diploma or equivalent required Preferred: Experience in SaaS, marketplace, or scheduling platforms Background working with law enforcement, public safety, government clients, or similar regulated industries Familiarity with workforce management, scheduling software, or payment processing systems Track record of maintaining 95%+ customer satisfaction scores or similar performance metrics Associate's degree or relevant customer service certifications Bilingual (English/Spanish) CULTURAL FIT: One Team (people first, trust each other, care, diversity and inclusion), Servant Leadership (do the right thing, question authority), Humbition (humility, ambition, think big and have empathy for our users), and Deliver Results (bias for action, innovate, embrace change). COMPENSATION, BENEFITS & SCHEDULE Full-time hourly position Work in the office three days per week (Tuesday, Wednesday, Thursday) unless authorized otherwise Healthcare (medical, dental, vision, prescription drugs, FSA/HSA & Teladoc) Employee Assistance Program Maternity and Parental Leave 401(k) Plan for eligible members Sick, Vacation time, and Paid Holidays RollKall Technologies is committed to a diverse and inclusive workplace. RollKall is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Responsibilities

The specialist will manage over 90 weekly customer inquiries via phone, email, and chat, acting as a liaison between officers, agencies, and businesses for smooth job placements. Responsibilities also include managing administrative, scheduling, and financial aspects of extra-duty jobs, ensuring compliance and timely compensation.