National CustomerExperience Advocate in Earth City, MO at Interface Security Systems

Date Posted: 2/9/2021

Job Snapshot

Job Description

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

Interface Security Systems is a leading managed services provider delivering managed network, asset protection, and business intelligence solutions to distributed enterprises. We streamline operations, improve security, reduce IT costs, and enhance the customer experience, maximizing ROI for the nation’s most successful brands.

At Interface, we are passionate about connecting and protecting what matters most to businesses ... their people, their assets and their brand. We thrive on empowering distributed enterprises with solutions that help simplify complex challenges. We deliver nothing less than complete customer satisfaction through innovative and adaptive technology, customized services and relentless customer support. What enables us to be truly exceptional are our people and a culture where teamwork, respect and an innovative spirit thrive.

So, come and join our winning team and maximize your potential and achieve your professional development goals.

Interface is seeking an experienced professional to join our team as a National Customer Experience Advocate.   

SUMMARY

The National Customer Experience Advocate will work with Interface Customers and internal employees. This role truly makes a difference at the front line of our operation, often serving as the central point of contact, ensuring that we exceed our customer’s expectations and maximize customer retention.  We are looking for a high-energy and customer focused candidate to add to our successful team!

ESSENTIAL DUTIES AND RESPONSIBILITIES

The most important facet of the National Customer Experience Advocate role is customer retention!  We want our Customers to trust in us and rest assured they are spending their security dollars in the very best way!

The National Customer Experience Advocate is responsible for working with branch associates, field customer service representatives, and all operation teams to help ensure that our customer's security needs are satisfied.  

Some responsibilities include:

  • Serve as the central, client-facing, day to day customer experience and escalation contact
  • Support accounts, ensuring contractual and SLA commitments are met, while anticipating their needs and growing the relationship
  • Proactively monitor and maintain customer status and satisfaction scoring
  • Ensure awareness and resolution of critical customer concerns and ISS risk
  • Partner with Operational Teams:
  • Project Management on client rollouts, developing relationship, handling project outliers, assisting in hand off to support, delivering training and establishing client reporting
  • Technical Support teams on service status, critical events, resolution, and timely, professional communication
  • Engineering and Revenue team on sales and existing customer refresh and growth opportunities
  • Governance team to analyze, construct and deliver customer reporting
  • Cost analysis and accounting, including customer disputes and invoicing
  • Build and complete sales proposals for system adds and changes, not assigned to Revenue Team
  • Provide day to day assistance with system usage, client portals, training, account management, and reporting
  • Communicate directly with senior-level internal and external stakeholders
  • All other tasks required by management

Job Requirements

NATIONAL CUSTOMER EXPERIENCE ADVOCATE MINIMUM QUALIFICATIONS

  • Job Requirements

    To perform the 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.

    • Bachelor’s Degree
    • Industry experience required in Business Security, Managed Network Services, or Business Voip Solutions
    • Display knowledge of terminology and services provided across the security, managed network, and voip industries
    • Demonstrated experience and success interacting with C-Level, Sales and Operations Leaders and IT departments
    • Efficient in Microsoft Office software tools, especially Excel and Smartsheet

    SKILLS and ABILITIES 

    • 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   

      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.