Director Customer Service

Company: Vector Security
Location: Gainesville
Posted on: May 28, 2023

Job Description:

Vector Security Networks is hiring for Director Customer Service in Gainesville, VA. The Director, Customer Service oversees the planning and successful execution of 24x7 customer care for National Accounts customers, Service Account Management team and Central Budget and ownership for process and cost improvements. Key responsibilities for these areas are to improve the ability for customer to self-serve through portals, automation and data to minimize the phone and email traffic coming into these departments. This position has direct impact and ownership of the central station budget for both revenue and cost. Day to day operations is availability to support sales and customers on escalations, reviewing process and implementation of programs to be more effective and efficient.Main Responsibilities:Leadership and Planning of the Customer Service Team:Ongoing review of department processes and individual team processes to ensure strategic goals and alignment are met.Interact with stakeholders to set expectations, review objectives and coordinate resources across the individual account team's projects.Maintain a high-performance environment by monitoring the team tasks and ensuring a balanced workload for service profitability. Adjusting resources as needed.Provide high level customer service, central station process recommendations and cost recommendations to the team as needed.Provide regular quality checks for the team.Support assigned team members for new and existing opportunities for additional RMR generation, ensure we can execute new account process, and continue to ensure QBR and customer reporting metrics are meeting and exceeding expectations.Financial Responsibilities:Oversight in management to exceed or meet the central station budget.Oversight and control of customer service teams cost control and initiative to reduce costs.Oversight for monitoring services and offerings available for the solutions and products we sell.Regularly attend department manager meetings, new customer RFP's and contract renewal meetings.Provide bi-weekly status reports for financial review.People Management:Perform employee performance reviews and evaluations.Assessing training needs and selecting training tools for team members.Recognizing areas for internal improvement and developing plans for implementing them.Complying and enforcing standard company policies and procedures.Lending expertise to internal teams and task forces.Ensure leaders are addressing the status reports of team members and addressing issues as appropriate.Review candidate resumes and conduct interviews for all positions within the team.Policy ManagementWork with VSN Leadership to enhance or change policies, standards, and best practices.Communicate with staff to ensure policies and procedures are adhered to and maintained.Change managementTravel* Visiting remote employees in remote offices* Trade shows and customer visits as necessary* Site visits on new opportunitiesCompany Overview:Why join us?We are the fourth largest security integrator in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time. Our Values:Win as a team.Do the right thing.Make a difference every day.Get it done.Think big.If you share these ideals, we'd love to hear from you!Benefits:Along with competitive compensation and career advancement opportunities, we offer a comprehensive "Total Rewards" package. Qualifying employees receive:Medical, dental, and vision coverageCompany paid life and AD&D insuranceCompany paid short- and long-term disabilityVoluntary benefit products401k retirement savings planPaid time off for vacation, sick days and floating holidaysTuition reimbursementEmployee Assistance Program (EAP)Vector Security is a Drug-Free WorkplaceVector Security is an Equal Opportunity EmployerAll applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran or disability status.ExperienceRequiredMin 10+ years of experience in the System Design Field/Project Management/PreferredAdvanced working knowledge of Burglar, Fire, Video Surveillance, Access Control systems. Previous field experience preferred. EducationRequiredBachelors or betterSkillsRequiredAnalytical SkillsOrganizationMicrosoft OfficeCommunicationEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)PDN-99192b68-1cf7-4b30-ae73-8f46b4dfc573

Keywords: Vector Security, Germantown , Director Customer Service, Executive , Gainesville, Maryland