At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as our new Service Key Accounts Specialist!
We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.
Location: Remote - US/USA
Summary:
As the Service Key Accounts Specialist, you will be responsible for the oversight of strategic, large, enterprise customers for service, as well as to drive efficiencies and cost savings for customer and Vector. Serves as a point of escalation and senior point of contact for the customer, both before and after business hours. Also responsible for the customer SLA compliance and aligning all areas of the business for process improvement to achieve those customer expectations.
This position will sometimes need to lead the progression of work from expediting service for escalations and emergencies by performing whatever duties necessary (tracking parts, calling technicians, escalating internally and externally) to determine root cause and work with the different areas of the business on improvements.
Monitors customer requests to ensure tickets are generated, all work orders progress with minimal escalations, serves as a point of quality assurance, ensures timely communications/updates are sent internally and externally, invoice monitoring, code change request monitoring, and overall customer experience oversight.
What You'll Do:
- Oversight of Customer Experience with Service:
- Responsible for an enterprise customer’s overall satisfaction within the service experience.
- Responsible for preparing, submitting, and delivering any requested business review information for customers, in person and remotely.
- Review RFP’s and provide feedback.
- Responsible for monitoring and maintaining the quality of service for account; advising appropriate leaders of potential problems and metrics for accounts.
- Maintain positive working relationship with clients for business growth by providing excellent customer service to ensure customer satisfaction.
- Resolve complaints by investigating issues and composing responses.
- Financial:
- Proposals, Not to Exceed, AR Procedures.
- Review of Margin and identifying service trending on opportunities to increase margin and recommendations for programs.
- Scheduled review of customers NTE, PO, and completion code processes to recommend increased NTE and more efficient procedures for more timely processing of workflow.
- Work on escalated AR and collection items that require further discussion.
- Review of escalated questioned/disputed estimates submitted for review and adjustment or justification.
- Mentoring and Coaching:
- Organize staff training and coaching for performance and skill developments.
- Update job knowledge by participating in educational opportunities.
- Work with other team members and management to ensure best practices are implemented.
- All Other Duties as Assigned
What You'll Need:
- High school diploma or equivalent required.
- Minimum of 3-5 years of industry, account management, or similar experience required.
- Must be able to perform customer service at a high level, be able to prioritize duties, and successfully communicate with a variety of internal and external contacts.
- Basic Reading and Writing Skills:
- Position requires the ability to read and write notations regarding specific service work orders and send communications to other persons in response to those notations.
- Understanding of Microsoft Office Suite and the Ability to Type 20 WPM:
- Position requires the ability to process items through Microsoft Excel, create training materials through Microsoft Word and Microsoft PowerPoint.
What You'll Get:
We offer a “Total Rewards” package including:
- Competitive Compensation with Incentive Eligibility
- Medical, dental and vision coverage
- Company paid life and AD&D insurance.
- Company paid short- and long-term disability.
- Voluntary benefit products
- 401k retirement savings plan
- Flexible Spending Account
- Paid time off
- Tuition reimbursement
- Employee Assistance Program (EAP)
About Us:
We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.
Our Values:
- Win as a team.
- Do the right thing.
- Make a difference every day.
- Get it done.
- Think big.
If you share these ideas, we’d love to hear from you!
Vector Security is a Drug-Free Workplace
Vector Security is an Equal Opportunity Employer
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.
