Customer Service Supervisor in Earth City, MO at Interface Security Systems

Date Posted: 2/5/2018

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.

Interface is now in search of a qualified Customer Service Supervisor to oversee our customer care operations and to ensure a high level of service to our customers!  This position will display exemplary customer service skills and possess excellent communication. Qualified candidates will have extensive call center and customer service skills.  Prior leadership success is a must.  

 

Customer Service Supervisor Duties and Responsibilities:

  • Supervise and support the Customer Care team in day-to-day affairs.
  • Ensure customer satisfaction through service delivery and effective communication.
  • Ensure Customer Care team is following the defined workflow.
  • Successfully address complicated customer service issues that are escalated by Customer Care Team Members.  
  • Monitor calls and case queues to ensure the workload is allocated efficiently amongst the team.
  • Monitor escalations and ensure appropriate responses.  
  • Administer Quality & Assurance Call Reviews.
  • Administer disciplinary action as needed.
  • Directly communicate with customers either via telephone and email.  
  • Handle and respond quickly to customer and employee inquiries.
  • Coordinate with other departments to ensure customer needs are met and exceeded.
  • Communicate efficiently and effectively, positively influencing the customers and team. 
  • Additional tasks/duties assigned by Management. 

 

Customer Service Supervisor Responsibilities:

  • Customer Care Representatives

Job Requirements

Customer Service Supervisor Qualifications:

  • Previous experience as team lead or supervisor.
  • Possess strong written and verbal communication skills.
  • Have excellent customer service, interpersonal, communication, and organizational skills.
  • Demonstrate the ability to multi-task.
  • Able to work in a fast-paced environment and adapt to a changing environment.
  • Possess strong computer proficiency.
  • Proficient in Microsoft Word and Microsoft Excel.  
  • Previous customer service experience with a proven record of resolving customer concerns.
  • High degree of professionalism and ability to work in a fast-paced environment.
  • Highly motivated, organized, and driven to work with a sense of urgency and resolution.  
  • Consistently present a positive attitude and excellent customer service to our Customers.
  • Navision and Manitou experience preferred. 

 

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, the employee is regularly required to sit in an office environment.  The employee is frequently required to talk or hear to interact with employees/customers.  The employee is frequently required to use the telephone.  The employee will frequently use a personal computer. The employee is occasionally required to stand, crouch, kneel, climb or crawl to maintain files. The employee must frequently lift objects up to 10 pounds that could 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 operating manuals.  

While at the customer site, the employee may be required to climb a ladder, carry equipment weighing up to 50 lbs., crawl or kneel.

 

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.  The employee may also perform work at the customer site.

 

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. Please submit a resume, cover letter, and compensation requirements.

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.