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, and driving customer data automation strategy

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 Management

• Work with Leadership to enhance or change policies, standards, and best practices.
• Communicate with staff to ensure policies and procedures are adhered to and maintained.

REQUIREMENTS

High School/Sub College/Field Experience

Min 10+ years of experience in the System Design Field/Project Management- Prefer background in the security industry.

Professional hard and soft skills necessary to efficiently and effectively manage, develop, and motivate a group of 17+ system designers and other supporting roles.

Professional hard and soft skills necessary to efficiently and effectively manage a high quantity of projects, while maintaining quality standards and successfully lead a team.

Proficiency in Microsoft Office Products and AUTOCAD

Proficient systems engineering. Advanced working knowledge of Burglar, Fire, Video Surveillance, Access Control systems. Previous field experience preferred.

Must possess mature skills with the ability to effectively and intelligently communicate (both written and orally) with all levels of management, subordinates, peers, customers, and field resources

Strong Analytical and Organizational Skills