Customer Service Representative

Fidelity Building Services Group; Owings Mills (MD); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Paid Time Off

401(k) with Company Match

Training & Growth Opportunities

Job summary

Smart Building Technologies, A Fidelity Company, is hiring Customer Service Representatives for our Digital Monitoring Center in Owings Mills, MD. The role focuses on first-line support for building automation systems, answering inquiries via phone, email or text, and ensuring smooth customer experiences.

You’ll troubleshoot basic issues, document interactions in the CRM, and participate in ongoing training to stay ahead of new technologies and script updates.

Qualifications

• Customer service experience—especially in a support or tech environment.
• A friendly, patient, and professional approach, even in tough situations.
• Basic tech skills—familiarity with CRM software and troubleshooting is a plus!
• A willingness to stick to scripts to ensure accuracy and compliance.

Responsibilities

• Engage with customers via phone, email, or text using pre-approved scripts.
• Troubleshoot minor issues related to HVAC, lighting, and energy management systems.
• Monitor digital building automation interfaces and address alerts promptly.
• Document interactions and resolutions in the CRM system.
• Participate in ongoing training to stay current with technologies and scripts.
• Escalate to the right technical team when needed.

Skills

Customer service

Friendly & patient

Basic tech skills

Scripts adherence

Tools

CRM software

Job description

Smart Building Technologies, 10705 Red Run Boulevard, Suite 240, Owings Mills, Maryland, United States of America

Job Description

Posted Monday, August 3, 2026 at 4:00 AM

WANTED!

Customer Service Representatives for our Digital Monitoring Center

Help Keep Buildings Running Smoothly!

We are seeking someone to primarily work the day shift (7:00 AM – 3:00 PM), with the flexibility to occasionally cover the evening shift (3:00 PM – 11:00 PM) as business needs require.

Are you a natural problem-solver with a knack for customer service? Do you thrive in a fast-paced environment where every call is a chance to make a difference? Join our Digital Monitoring Center team and be the first line of support for cutting-edge building automation systems!

What You’ll Do:

• Engage with Customers : Answer inquiries via phone, email, or text with professionalism and clarity—using pre-approved scripts to ensure a smooth experience.
• Troubleshoot with Confidence: Assist customers with minor issues related to HVAC, lighting, and energy management systems—no technical experience needed, just a willingness to learn!
• Monitor & Respond : Keep a watchful eye on digital building automation interfaces—identify and address alerts before they become bigger problems.
• Stay Organized: Accurately document interactions and resolutions in our CRM system to keep things running seamlessly.
• Grow Your Skills: Participate in ongoing training to stay ahead of new technologies and script updates.
• Know When to Escalate: If a challenge is beyond your scope, you’ll quickly connect customers with the right technical team.

What You Bring to the Team:

• Customer service experience—especially in a support or tech environment.
• A friendly, patient, and professional approach, even in tough situations.
• Basic tech skills—familiarity with CRM software and troubleshooting is a plus!
• A willingness to stick to scripts to ensure accuracy and compliance.

Why You’ll Love Working Here:

• Paid Time Off & Holidays – Because balance matters.
• 401(k) with Company Match – Plan for your future!
• Training & Growth Opportunities – We invest in you!
• Base Pay: $20.00 - $30.00 - Commensurate with experience. This range represents a general guideline; however, several factors are considered when determining base pay offers such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.

Shift work may be required (nights, weekends, or holidays based on needs).

About Us:

As the leader in complete solutions for Building Automation Systems, Smart Building Technologies, A Fidelity Company, helps building engineers, building managers, and building owners operate with efficiency centered around Maryland, Virginia, and Washington, D.C. Our specialty is reinvigorating buildings with aged and outdated systems. For buildings with old systems, we provide the most comprehensive overhaul of inefficient systems in the industry. We do this by monitoring and correcting areas of the existing system that are losing heat and energy, prior to connecting all components to a central automated control mechanism to ensure the highest level of energy efficiency.

Smart Building Technologies is the industry leader in Building Automation Systems, Energy Management Systems, Facility Monitoring Services, Critical Systems Monitoring, and Smart Lighting Solutions. We utilize Open Protocol Technologies to integrate all systems and manufacturers, meaning that existing equipment can be integrated into an established Building Automation System.

Smart Building Technologies, 10705 Red Run Boulevard, Suite 240, Owings Mills, Maryland, United States of America