Customer Service Supervisor - Sentrilock LLC : Job Details

The Assistant Manager Support is responsible for assisting in the daily management of the Support department. Duties include the direct management of assigned Customer Experience Specialists (CES), coaching/development/assessment of assigned CESs. Ensure the department is equipped and focused to deliver an exceptional customer experience.Provide first-level management for department

• Conduct monthly 1:1's and Quick Connects with assigned staff to share new information and keep pace with the personal and professional health of employees
• Provide coaching and training of staff in an effort to provide world-class customer service and consistently effective technical support
• Ensure all shifts have adequate staffing so the department can meet their average speed of answer and first call resolution standards
• Be an available resource to your staff for employee questions, consultations and customer escalations.
• Be a trusted and confidential resource to your staff
• Be an agent for change. Enthusiastically promote new or changing products, features and company initiatives

Actively participate in the candidate selection process

• Participate with the candidate interview process for the CES role
• Utilize the TTI and DISC profiles to make smart hiring decisions that fit the SentriLock culture
• Engage in the new hire orientation, training and on-boarding
• Offer recommendations to continually improve the recruiting and hiring process
• Oversee the training and development of the new employee -ensure the employee receives your consistent support and mentoring

Continually monitor team performance and advancement

• Collaborate regularly with eh Quality Analysts to evaluate the performance of your assigned team to identify any coaching needs
• Create and share comprehensive performance reports with your team
• Review customer survey results of your team to ensure your employees' are offering a world-class customer experience
• Work with your employees to develop the needed skills and knowledge needed to increase their permission levels.
• Encourage your employees to optimize their performance so they can advance to the CES2 level or have other opportunities within SentriLock Create and administer recognition and engagement programs to build employee morale and confidence

Serve as a department liaison to maximize inter-department collaboration

• Work with the various departments at Sentrilock to ensure all new/updated products and features meet customer and department needs
• Be an active participant and voice in project meetings to ensure the Support department is well-represented and ready for implementation of new or changes to products/features
• Serve as an active member of the SentriLock leadership team, support company goals and participate in monthly leadership meetings to share ideas and provide input to support the direction of the company.

Other duties as assigned

• Participate in projects assigned by manager
• Maintain and follow ISO standards
• Seek out and complete appropriate training, development and research
• Knowledge of department processes
• Support the mission and goals of the company
• Uphold our leadership values in your words and actions to build a stronger, healthier SentriLock

Requirements

• Associates Degree in Business - Preferred
• 1 year Customer Service Focused Position - Required
• 1 year Call Center - Required
• 1+ year Management Duties - Preferred

***This is a hybrid position based in West Chester, OH***