Service Accounts Supervisor

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Service Accounts Supervisor!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location:
Gainesville, VA (Hybrid - 1 day/week in office)

Summary:

As the Service Accounts Supervisor, you will oversee and manage Account Coordinator (non-senior Account Coordinators & Data Entry Coordinators). Monitor and manage queues and KPIs through resource allocation and performance management. Serve as initial line of escalation handling and provide coaching and mentoring to frontline to provide excellent customer service to process work orders.

What You'll Do:

• Reporting:
  • Provide reporting to service leadership team related to queue work team performance.
  • Provide daily reporting for team performance and metrics to review visibility of queue completion and pending tasks.
  • Review the team metrics and draft biweekly reporting for performance feedback.
  • Conduct and participate in customer QBRs service to discuss response and repair data, and service updates.
• Team Management:
  • Review timesheets, OT statistics, and conduct weekly one-on-ones to manage performance.
  • Conduct team meetings with Account Coordinators to discuss team goals, changes, address questions, and provide resolutions.
  • Write/distribute performance documentation & improvement plans.
  • Contribute and deliver annual reviews for non-senior Account Coordinators.
  • Conduct telephone & in person interviews for open positions.
  • Provide training to new hires.
  • Review timesheets, team overtime and assist in the team hiring process.
• Assist in writing estimates to customer for in progress and completed work.
• Serve as initial point of escalation for escalated customer issues.
• Attend QBRs and provide account updates and services provided.
• Specific AC accounts may be assigned; if no specific accounts, will conduct the AC duties for non-AC accounts.

What You'll Need:

• High School Diploma or related qualification.
• 3-4 Years
  
  Experience:
  
  
  • Knowledge of customer reporting, providing customer updates (directly or via your managed team), managing internal and external escalations, estimate creation and submission.
• Customer Service
  
  Skills:
  
  
  • Handling Escalation, providing clear communication and resolution next steps.
• Written and Verbal Communication
  
  Skills:
  
  
  • Clear explanation of progress, understanding queries and being able to provide feedback.
• Microsoft Office:
  • Advance knowledge of Excel, Outlook and PowerPoint.

What You’ll Get:

We offer a “Total Rewards”package including:

• Competitive Compensation with Incentive Eligibility.
• 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
• Flexible Spending Account
• Paid time off
• Employee Assistance Program (EAP)

About Us:

We are one of the largest security integrators 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 ideas, we’d love to hear from you!

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.