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Customer Service/Call Center Supervisor

Expired Job

Vector Security Columbia , MD 21044

Posted 4 months ago

Imagine going to work every day knowing that you're helping to protect someone's family, home and personal property. How would that make you feel? If you answered amazing, then a career at Vector Security might be a perfect fit for you!

We're looking for a talented, driven individual who is looking to pursue a rewarding career. If you're passionate about helping people and making a difference, we encourage you to review our current opportunity and apply to be part of our team!

The Customer Service Supervisor will lead and manage a team of 10-12 inbound phone customer care representatives that will handle a variety of customer needs ranging from simple billing questions/payments to complicated service and technical issues. The person selected will be good at motivating performance (through KPIs) and achieving exceptional 5-star customer care on all inbound phone calls. Experience on a Mitel Phone System is a plus but not required.

This role involves regular interaction with different teams, including but not limited to sales, operations and administrative. The Customer Service Supervisor will lead the CS team in ensuring that every customer receives first class customer service. In addition to having the opportunity to hire/train/develop customer care representatives, you will also introduce process improvements to take our customer care to the next level!

Job Specifications:

  • Monitor incoming phone volume and service levels in real time adjusting personnel as necessary to ensure KPIs are met, and handling escalated calls as necessary.

  • Manage and direct the daily activities of the call center team members to ensure Key Performance Indicators are met. KPIs measured will include Service Levels and Answer Times, Hold Times and Abandon Rates, Handle Times and Satisfaction Levels.

  • Act as an information source and answer CSR questions, following up and giving instructions as needed.

  • Develop Team Lead to act as Supervisor in your absence.

  • Responsible for recruiting, hiring, training, and developing all CSRs (with assistance from Team Lead). Maintenance recruiting is required to ensure constant staffing at adequate levels.

  • Responsible for coaching, motivating, disciplining, and reviewing all CSRs to improve efficiency and excellent customer service.

  • Proactively work with internal team members to include Sales, Operations and Administrative.

  • Prepare schedules, monitor attendance of operators, scheduling breaks and shifts as necessary.

  • Communicate solutions, successes, and opportunities to the Administrative & Customer Service Manager.

  • Lead process improvement projects.

  • Operate under Vector Security guidelines when resolving issues.

  • Personify teamwork throughout the department and company.

Job Requirements:

  • High School Diploma/GED or equivalent; college degree or coursework a plus

  • Minimum of 2-3 year experience with supervising/managing customer service/call center preferred

  • Proficient with Microsoft Office products is required

  • Experience on Mitel Phone System is a plus but not required

  • Positive Attitude IS required

  • Demonstrated initiative and willingness to overcome challenges

  • Excellent verbal and written communication skills

  • Ability to work independently and effectively in a team environment

  • Ability to inspire and support people

  • Excellent prioritization and organizational skills

  • Analytical skills to review and present data to CSRs and management

  • Excellent Problem Solving and Trouble Shooting Skills

  • Excellent Decision Making

Along with competitive compensation and career advancement opportunities, we offer a comprehensive "Total Rewards" package. Qualifying employees receive:

  • Medical, dental, and vision coverage

  • Company paid life and AD&D insurance

  • Company paid short- and long-term disability

  • Voluntary benefit products

  • 401k retirement savings plan after just 60 days

  • Paid time off for vacation, sick and floating holidays

  • Tuition reimbursement

  • Employee Assistance Program (EAP)

Company Overview:

Recognized as #1 in security by SDM Magazine and ranked #5 among the top electronic security providers in the United States, Vector Security provides home automation and mobile security solutions to more than 300,000 homes, businesses, and multi-site enterprises across North America and the Caribbean, including many Fortune 500 companies.

With services tailored to fit each customer's needs, we offer everything from alarm monitoring and smart home solutions, to video surveillance and managed network services.

Our unique history traces back to The Philadelphia Contributionship, America's oldest property insurance company founded in part by Benjamin Franklin in 1752.

Vector Security, Inc. is an Equal Opportunity Employer

Vector Security is a Drug-Free Workplace


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Customer Service/Call Center Supervisor

Expired Job

Vector Security