Global security systems distributor is looking

for a Customer Success Supervisor to join their busy company

JOB SUMMARY

The Customer Success Supervisor is an integral part of our support team (reporting to the Customer Success Manager). You are responsible for providing quality and efficient service, impacting the overall success of our company by serving as a cheerful liaison between our customers and vendors, maintaining top-notch relationships. As the supervisor, you will be accountable for the coaching and mentoring of your designated team while overseeing their day-to-day tasks, ensuring timely completion. As the first tier of escalation, you will tackle any challenges with the “buck stops here” mentality and critically think through situations to root cause and work towards solutions to continuously improve!

Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.

We are the world’s largest systems integrator made up of the most progressive security and audio-visual systems integrators in North America. Combined, our members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations.

Our mission is to empower its owners to become the most successful systems integrators in the markets they serve. We bring this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.

Essential Duties and Responsibilities:

• Provide daily direction & communication, empowering CSR’s to respond timely to Customers’ needs.

• Delegate and monitor CSR’s workload, ensuring they are handled effectively & efficiently to minimize overtime.

• Provide continual evaluation of processes & procedures and makes suggestions to continuously improve methods, efficiency, and service to both internal and external customers.

• Provide input on work procedures and processes that support the company and departmental standards, procedures, and strategic directives.

• Act as the department’s Tier 1 for escalations, fielding and referring concerns of service failures to designated departments for timely investigation and collaboration for resolution.

• Ensure team members have appropriate training and other resources to perform their jobs effectively.

• Create a high-quality and positive work environment so team members are motivated to perform at their highest level.

• Uphold the company’s brand and core values in a professional manner.

• Assist the customer service manager with daily operation of the team and department.

• Work as a member/leader of special or ongoing projects that are important to area/process improvement.

• Share continual responsibility for deciding how to manage customer needs and workflow, ensuring the workload is handled efficiently and effectively.

• Respond to customers’ needs through various channels, emails, NetSuite cases, and phones.

• Troubleshoot and resolve customer and vendor issues.

• Enter and follow up on orders and cases, as needed.

• Process and follow up on Returns, as needed.

• Act as liaison between customers and vendors.

• Support customers in use of online pricing and self-service resources/tools.

• Promote sale of new or additional products or services.

• Handle customers concerns as they relate to billing or service rendered.

  Experience, Education, Skills, and Abilities:

• 2-3 years customer service experience

• Ability to lead and oversee a team of 3-5

• At least one year of data entry/order entry experience

• Superior Customer focus, problem solving, analytical & people skills, strong computer proficiency and a good phone presence

• Experience in security or insurance industries is a bonus (but not required)

• High school diploma or GED

• Experience with NetSuite is a plus

• Fantastic listening skills

• Excellent communication skills, both verbal and written

• Ability to learn and adapt quickly

• Desire to provide quality customer service

• Excellent organizational and time management skills with the capacity to multitask in a fast-paced environment

• Ability to work with little supervision

• Dependable and responsible, with an excellent work ethic and team focus

• Professional demeanor

• Ability to learn from mistakes, and a love of taking on new challenges

• Excellent at managing expectations and risks

• Honesty and Integrity

• Ability to flex style to effectively partner/communicate in a professional manner with team members at all levels of the organization

• Ability to perform under deadlines

• Team Player and Influencer

• Positive attitude and drive to reach the common goal

  Hours:

  Some flexibility in work hours but employee must be available during the “core” work hours based on department needs.

  Great company, team environment, excellent benefits, 401K, flex spending, PTO, room for advancement, and a casual work environment.

  #LI-JZ1

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.