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For more than 40 years, Vector Security has been providing customers with premier electronic security services and solutions to secure and empower them both at
Customer Experience Supervisor
Location
Pennsylvania
Posted
70 days ago
Salary
0
Seniority
Senior
Job Description
Customer Experience Supervisor
Vector Security
• Team Supervision • Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences • Monitor team members performance using multiple communication platforms • Managing time and attendance for the team • Manage department actual OT to within budgeted OT • Review process and procedure for efficiency and accuracy • Participate in recruiting, interviewing, hiring, and onboarding experience • Team Development • Conduct ongoing discussions with direct reports • Prepare and review performance goals and progress throughout the year, updating progress in UKG • Provide coaching, development, and corrective actions to team members • Prepare and deliver team member report cards and PIP’s when necessary • Follow up on Quality Assurance feedback and review with individual team members • Collaborate with supervisory team on areas of opportunity for future training • Recommend training • Provide team member annual evaluations • Customer Contact • Handling customer escalations via all channels as needed • Work with other departments on escalations by providing guidance and direction on the best solution • Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution • Handle incoming customer contacts through all channels as needed during high volume periods
Job Requirements
- High School Diploma or equivalent
- Supervisory experience in a call center environment - Preferred
- Able to communicate across multiple communication channels such as telephone, email, social media, online chat, and text
- Excellent spelling and grammar
- Able to make sound and accurate decisions independently while balancing the needs of the business with those of our customers
- Highly proficient with Microsoft Office programs
- Able to learn recruiting and onboarding software, D365
- Possess knowledge of security system design and troubleshooting
- Complete ADC certification within 90 days
- Able to obtain and maintain state licenses and technical certification as needed to access customer accounts
Benefits
- Medical, dental, and vision coverage
- HSA/FSA programs
- 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
- 7 Company Holidays, plus 2 Floating holidays of your choice
- Paid Time Off
- Tuition reimbursement
- Employee Assistance Program (EAP)
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