Inside Security Customer Service Representative

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.