Regional Full Service Alarm Company Grows Customer Operations Center
PRI has been asked to collaborate with a Regional full service security and fire alarm company to help grow their successful Customer Operations Center.
Do you want to take ownership without the hassle of owning a company? If so, this is the opportunity to take your initiative, drive, passion and strategic ability and put them into play for one of the North West’s leading low voltage providers!
This Operations Leader will report directly to company President. Manages all aspects of Customer Operations center. Plans, directs and coordinates activities of the Center and specifically oversees; dispatch, monitoring, RMR attrition, Key Account administrator, Managed Access/downloading, and Service Agreement administrator. Oversees service repairs and maintenance, parts sales, and responses to customer service inquiries by performing the following duties personally or through subordinate positions. Seeks to grow service revenue and profitability.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Drives complete ownership of customer satisfaction for all service related customer touch points. This includes internal processes that may not directly be a customer touch point but affects the overall customer experience.
Creates, maintains, and improves service processes (internally and externally)
Strives to develop and implement customer friendly and most effective methods for synchronizing work load and schedules for outside service and inside product sales.
Analyzes department structure. Recommends and implements appropriate action plans for enhancing care center operational efficiencies.
Mentors subordinate to handle daily responsibilities when away from the office
Completely understands and becomes proficient at navigating the variety of service software and peripheral tools used by Operations Center. Seeks improved methods to track and utilize production data. Introduces new methods using existing or new (as approved) software that improves our understanding of efficiency and customer satisfaction metrics.
Regularly meets with direct reports to review goals and performance expectations. Observes, coaches and counsels as necessary.
Regularly confers with Operations Managers and Service Supervisors to develop, track, and monitor quotas for individual technician and branch service volume, profitability, and timeliness. Analyzes production data to determine if changes to process (internal and/or external) will improve productivity/profitability.
Assists with selection and implementation of mobile workforce automation software. Drives continued improvement in software usage by examining various ways to track data.
Recommends and assists Operations Managers and Service Supervisors to implement customer focused service procedures, skills training, and other service related training for service technicians
Periodically calls on key service accounts to ensure customer satisfaction and identify areas of improvement. Communicates and injects needed adjustments as necessary.
Assists Operations Managers and Service Supervisors to develop and implement individual technician and department service performance objectives.
Hires and dismisses personnel in accordance with company policy (must complete Company HR training program).
Develops and implements a customer service follow-up program (quality assurance) including written and telephone feedback solicitation. Tracks data via spreadsheet and uses data to inject process improvement.
Is personally responsible to encourage and ensure continuous learning for self and others.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must maintain a professional, energetic approach with an “I can do attitude” for getting the job done. Highly organized, strong time management skills, effective communicator and able to work independently with minimal supervision. Ability to define and resolve problems, exercise sound judgment, and maintain confidentiality as required. Ability to provide “faultless” customer service. Strong sales and people skills and ability to express ideas and opinions orally and in writing. Proficient at Excel, Word, email, and Internet.
EDUCATION and/or EXPERIENCE
Bachelor’s degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
This role will be paid through a blend of salary and incentive based on performance metrics
- Base Pay – $75,000-$85,000 + Relocation package
Additional components of the package include
- 100% Employer paid medical and dental coverage for employee
- Up to 3 weeks Paid time off
- Company paid professional education and training
- Annual Bonuses