Customer Experience Advocate in Earth City, MO at Interface Security Systems

Date Posted: 2/13/2020

Job Snapshot

Job Description

At Interface, it’s the human equation that drives us.

Headquartered in St. Louis, Missouri, Interface is uniquely qualified to be the one source for safeguarding customer data, people, and assets. As the leading national provider of cloud-based managed network services and security systems for retail, commercial and small business customers, we provide the industry’s most comprehensive bundle of integrated solutions that connect and protect some of America’s best known companies.

Our service offerings include PCI-compliant private secure managed broadband, managed digital voice, alarm/event monitoring, interactive video surveillance, managed access control and fire/life safety systems. Multiple UL-Approved 5-Diamond CSAA Certified Secure Operations Centers monitor, manage and support their system, backed by a nationwide service delivery infrastructure.

Interface believes in the philosophy of listening to our customers and addressing their needs. We are guided by integrity as well as an all-consuming desire to exceed expectations and foster long-term partnerships. Our goal is nothing less than complete customer satisfaction. And we strive to achieve it by providing responsive, accommodating service to each and every one of our valued clients.

SUMMARY:

The National Account Customer Experience Advocate is responsible for supporting our customer’s daily experience. This person will partner with the Account Executive, Engineering, and Operational Support teams to ensure customer communication, service delivery, and satisfaction is achieved. This position will make a difference at the front line of our operation serving as the central point of contact, focusing on customer service, retention, and revenue expectations. This role will oversee a portfolio of Secure Network and Telecommunications clients.

ESSENTIAL JOB FUNCTIONS:

 Serve as the client-facing, day to day customer experience advocate

  • Proactively nurture critical service impacting events
  • Primary interaction is with client’s IT department and personnel
  • Communicate directly with senior-level internal and external stakeholders
  • Partner with Engineering and Revenue team on sales and existing customer refresh opportunities
  • Build and complete sales proposals for system adds and changes, not assigned to Revenue Team
  • Participate in network design calls
  • Collaborate closely with all departments from sales, installation, service, support and invoicing
  • Coordinate and host live support session conference calls with client and third-party service providers to bring resolution when needed
  • Partner on special projects and task forces focused on new product rollout, improving operational effectiveness, and implementing best practices
  • Monitor status of client’s support tickets and coordinate with internal departments as needed to ensure issues are resolved in a fast and professional manner
  • Proactively monitor and maintain customer status and satisfaction
  • All other tasks required by management

Job Requirements



QUALIFICATIONS:

  • Minimum 3 years’ experience managing and coordinating projects that deliver services to national accounts
  • Highly desired minimum of an Associate degree
  • Demonstrated experience and success interacting with IT departments is required
  • Display knowledge of terminology and services provided across the secure network and telecommunications industries
  • Efficient in Microsoft Office software tools, especially Excel
  • Smartsheet experience highly desirable
  • Formal Project Management education and certification are a plus but not required
  • Exceptional verbal, written, and formal presentation communications skills
  • Must be able to work a variety of high-priority tasks to completion with minimal supervision
  • Must be able to build rapport with customers, anticipating their needs
  • Must be able to problem solve across all departments to meet customer needs and requests.
  • Proactive communicator with ability to gain buy in from others to accomplish company set goals
  • Ability to efficiently and professionally resolve customer escalations
  • Flexibility to operate well in a rapidly changing and often high-stress environment

Working Conditions:

Office setting. Sitting or standing at work station with computer keyboard, multiple monitors, and desk phone. Company dress code is business casual. 

Position type and expected hours of work:

This position is required to work at the company's home office during the company's general business hours of 8am-5pm, Monday-Friday. Break periods and a lunch period is provided. This position may be required to perform work duties in addition to the above business hours, depending on workload and deadlines.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, employee is regularly required to sit in an office environment.  Employee is frequently required to talk or hear to interact with employees/job seekers.  Employee is constantly required to use the telephone.  Employee will constantly use a personal computer, keyboard, and view multiple monitors. The employee is occasionally required to stand, walk, bend, kneel, and reach. The employee may be required to lift objects up to 20 pounds which may include company materials, files and small equipment.  Specific vision abilities by this job include close vision, depth perception and ability to adjust focus in order to view reports, computer screen, forms and documents.  

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed indoors in a fluorescent lit workspace at the employer’s office with minimal exposure to noise and adverse environmental issues. Business travel will include travel by vehicle and plane. Business travel will include overnight stays in a hotel. 

Equal Employment Opportunity Policy:

Interface Security Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

DISCLAIMER:

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.