Customer Support Manager- Security

At-a-Glance:
Are you ready to build your career by joining an international fire and alarm protection company? If so, our client is hiring a National Account Customer Support Manager!
What You’ll Do:

• Establish good working relationships with the Multifamily Account Point of Contact.
• Ensure that proactive client care calls to the Multifamily Account holders are being performed daily.
• Promote the full product line and services offered.
• Provide oral and written presentations to potential customers explaining the operation of equipment and applicable services.
• Focus on daily workflow for the Customer Support team, including call volume, account loads, etc.
• Standardize processes and procedures related to proactively managing Multifamily Accounts.
• Weekly one on one meeting with Supervisory staff.
• Review and approve corrective action plans before sending to HR.

Assignment of projects.

• Ensure that the customer account is properly set up in MasterMind to facilitate accurate account handling, including billing and proactive support.
• Handle any customer calls or communication requiring escalation beyond the supervisor level and ensure management is aware of any potential issues.
• Accountable for compiling data and preparing daily, weekly, and monthly reports to keep senior management apprised of National Account Customer Support activity status.
• Ensure that pending service calls are being evaluated daily and being moved to a “Final QC” status for billing.
• Obtain accurate central station information required for the monitoring and service of the account.
  Perform routine account audits and updates.
• Make credit adjustments to accounts when necessary.
• Work with the branches and Monitoring department to research and resolve customer issues.
• Position may require mandatory overtime.
• Carries out supervisory responsibilities by the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

What You Bring:

• High school diploma or General Education Degree (GED) and five to seven years’ experience working on security related projects to include three years of experience related to CCTV, Intercom, IDS and access control system security.
• Two years Mastermind experience preferred.
• At least two years’ experience in a management or supervisory role.
• Bachelor’s degree preferred.
• Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm and Fire Suppression Systems.
• Computer skills with expertise in word processing, preferably Microsoft Office and database applications, and advanced presentation skills with proficiency in PowerPoint.
• Must have good customer service skills and be able to apply tact, diplomacy, reason, and logic.
• Must have strong communication skills, including written, to assist internal and external customers.

Position Type: Contract
Get in Touch:
We want to hear from you! If you think you’d be a good match, submit your resume and reach out to Shweta at 732-945-8484 to learn more.
Who We Are:
Since 1986, Hired by Matrix, Inc. has improved our candidates' lives with exciting job opportunities that provide outstanding career advancement. Hired by Matrix offers our contract professionals competitive salaries, benefits after 60 days, and a 401k option with a company match after one year. Hired by Matrix is an Equal Opportunity Employer and proud to be certified as both a Woman-Owned Business Enterprise and a Woman-Owned Small Business.
Connect with us on LinkedIn today and learn more about how HbM can change your career: https://www.linkedin.com/company/hired-by-matrix-inc/
Check out our Career Center: https://www.hiredbymatrix.com/find-work/open-positions/
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