Position Summary
We are seeking an experienced, customer-focused Residential Audio/Video Customer Service Representative to provide in-home technical service, installation, troubleshooting, and customer support for residential audio/video, security, networking, and smart home systems.
This is a hands-on field position that requires both strong technical abilities and excellent customer service skills. The ideal candidate has experience working directly with homeowners, diagnosing technical issues, installing and servicing residential low-voltage equipment, and clearly explaining system operation to customers.
The Residential Audio/Video Customer Service Representative will be responsible for completing service calls, troubleshooting existing installations, mounting and configuring televisions and audio equipment, servicing security cameras and alarm systems, and ensuring customers receive professional and timely support.
Essential Duties & Responsibilities
Customer Service & Service Calls
- Provide professional, courteous, and knowledgeable service to homeowners during scheduled service appointments.
- Respond to customer concerns regarding audio/video, security, networking, and smart home equipment.
- Diagnose customer-reported issues and determine appropriate solutions.
- Clearly communicate findings, repairs, recommendations, and system functionality to customers.
- Educate homeowners on proper system operation, applications, maintenance, and basic troubleshooting.
- Complete follow-up service when necessary to ensure customer concerns are resolved.
- Maintain a professional appearance and demeanor while working inside customers' homes.
Audio/Video Installation & Troubleshooting
- Install and mount televisions, soundbars, speakers, and other residential entertainment equipment.
- Configure and troubleshoot TVs, receivers, streaming devices, audio equipment, and related components.
- Troubleshoot connectivity, signal, programming, and equipment-related issues.
- Verify proper operation and system performance before completing service calls.
- Maintain clean, organized, and professional installations.
Security & Camera Systems
- Install, configure, test, and troubleshoot residential security camera systems, including IP and analog camera systems.
- Diagnose issues involving cameras, DVR/NVR equipment, power supplies, cabling, and network connectivity.
- Program and troubleshoot residential alarm panels, sensors, keypads, and related security equipment.
- Configure remote monitoring applications and assist customers with system access and operation.
- Perform testing to verify security and surveillance systems are functioning properly.
Networking & Smart Home Systems
- Configure network-connected devices used with residential audio/video and security systems.
- Troubleshoot basic Wi-Fi and network connectivity issues.
- Work with routers, switches, access points, and IP-connected equipment.
- Assist with the setup and troubleshooting of smart home and home automation devices.
- Ensure connected systems properly communicate and integrate with applicable applications and platforms.
Documentation & Operations
- Accurately document service calls, work performed, equipment installed, and outstanding issues.
- Maintain accurate customer and installation records.
- Communicate service findings and unresolved concerns to management when additional work is required.
- Coordinate with technicians, customer service staff, sales personnel, and management to resolve customer concerns.
- Properly maintain company-issued tools, equipment, materials, and assigned inventory.
- Follow company procedures for completing and closing service calls.
Safety & Quality
- Follow all company safety policies and procedures while performing field work.
- Properly use required Personal Protective Equipment (PPE).
- Follow applicable low-voltage installation standards, manufacturer requirements, and local codes.
- Safely use ladders, hand tools, power tools, and installation equipment.
- Maintain a clean and safe work area and protect customers' homes and property while performing services.
- Inspect and test completed work to ensure quality and proper system operation.
Required Qualifications
- Minimum 2 years of experience in residential audio/video, low-voltage, security systems, customer service installation, or a related field.
- Hands-on experience installing and troubleshooting residential security camera systems, including IP and/or CCTV systems.
- Experience mounting televisions and installing home entertainment equipment.
- Experience troubleshooting audio/video equipment and connectivity issues.
- Knowledge of security alarm programming and configuration.
- Understanding of basic networking concepts, including Wi-Fi, routers, switches, and IP addressing.
- Ability to troubleshoot technical problems and determine appropriate solutions independently.
- Strong customer service and interpersonal communication skills.
- Ability to clearly explain technical information to customers with varying levels of technical knowledge.
- Ability to work independently in residential environments while representing the company professionally.
- Valid driver's license and ability to travel to customer locations as required.
- Ability to safely use ladders and hand/power tools.
Preferred Qualifications
- Experience with residential smart home and home automation systems.
- Experience with platforms and manufacturers such as Ring, Alarm.com, Resideo/Honeywell, Control4, Sonos, Samsung, LG, or similar systems.
- Residential low-voltage wiring and termination experience.
- Experience troubleshooting existing residential installations.
- Manufacturer-specific training or industry certifications are a plus.
- Previous experience in a customer-facing residential service technician role is preferred.
Knowledge, Skills & Abilities
- Customer Service & Customer Relationship Management
- Technical Troubleshooting & Diagnostics
- Residential Security Camera Installation
- Security System Programming
- TV Mounting & Home Entertainment Installation
- Audio/Video System Integration
- Low-Voltage Wiring
- Networking & Wi-Fi Configuration
- Smart Home Technology
- Problem Solving & Critical Thinking
- Time Management & Organization
- Service Documentation
- Written & Verbal Communication
- Ability to Work Independently
Physical Requirements
The employee must be able to perform the physical functions necessary to complete residential installation and service work, including:
- Frequently standing, walking, bending, reaching, kneeling, and working in various positions.
- Safely climbing and working from ladders as required.
- Using hand and power tools.
- Handling, carrying, and installing televisions, equipment, tools, and materials.
- Performing work in residential environments and other areas where low-voltage equipment may be installed.
- Ability to lift and carry up to 50 pounds, with assistance or appropriate equipment used for heavier or awkward items.
Compensation
Pay Range: $23.00–$26.00 per hour
Starting pay will be determined based on relevant experience, technical knowledge, demonstrated skill level, and other job-related qualifications.
Work Environment
This position primarily performs work at residential customer locations and requires regular travel between assigned service locations. Employees may encounter active construction environments, occupied residences, ladders, confined work areas, and varying indoor and outdoor conditions.
The Residential Audio/Video Customer Service Representative is expected to maintain a professional appearance, provide excellent customer service, protect customer property, and represent the company professionally at all times.
Equal Employment Opportunity
We are an Equal Opportunity Employer and consider qualified applicants for employment without regard to protected characteristics in accordance with applicable federal, state, and local laws.
Pay: $23.00 - $26.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Application Question(s):
- Are you comfortable with a pay range of $23.00–$26.00 per hour, depending on experience?
- Are you comfortable working directly with homeowners, explaining technical issues, and demonstrating how their systems operate?
- Briefly describe a residential A/V or security service issue you diagnosed and resolved. What was the problem and how did you fix it?
Experience:
- residential audio/video, security, or low-voltage systems: 2 years (Required)
License/Certification:
- Driver's License (Required)
Work Location: In person
