Customer Experience Supervisor

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 continue your journey with us as a Customer Experience Supervisor.

This position is remote/work from home

The schedule for this position is: Monday – Friday 1:30PM - 10:00PM Eastern Time and includes a weekend rotation and some holidays

The Customer Experience Supervisor is responsible for meeting the day-to-day KPIs and SLAs of the department, including assisting with calls during high call volume. They will also be responsible for Increasing the achievement of staff performance by planning, monitoring, and appraising team and unit performance. Our ideal candidate will maintain a positive environment for team members to develop and succeed. This is a fast-paced virtual contact center handling inbound and outbound communications with customers across various communication platforms, including phone, email, chat, and social media.  

Main Responsibilities:

Team Supervision

• Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences.
• Monitor team members performance using multiple communication platforms.
• Managing time and attendance for the team.
• Manage department actual OT to within budgeted OT.
• Review process and procedure for efficiency and accuracy.
• Participate in recruiting, interviewing, hiring, and onboarding experience.

Team Development

• Conduct ongoing discussions with direct reports. Prepare and review performance goals and progress throughout the year, updating progress in UKG.
• Provide coaching, development, and corrective actions to team members.  Prepare and deliver team member report cards and PIP’s when necessary.
• Follow up on Quality Assurance feedback and review with individual team members.
• Collaborate with supervisory team on areas of opportunity for future training.
• Recommend training.
• Provide team member annual evaluations.

Customer Contact

• Handling customer escalations via all channels as needed. 
• Work with other departments on escalations by providing guidance and direction on the best solution.
• Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution.
• Handle incoming customer contacts through all channels as needed during high volume periods.

Key Requirements:

• High School Diploma or equivalent
• Supervisory experience in a call center environment - Preferred.
• Able to communicate across multiple communication channels such as telephone, email, social media, online chat, and text.  Excellent spelling and grammar.
• Able to make sound and accurate decisions independently while balancing the needs of the business with those of our customers.
• Highly proficient with Microsoft Office programs. Able to learn recruiting and onboarding software, D365.
• Possess knowledge of security system design and troubleshooting. Complete ADC certification within 90 days.  
• Able to obtain and maintain state licenses and technical certification as needed to access customer accounts.

What You'll Get:

In addition to competitive pay, we offer a comprehensive “Total Rewards” package including: 

• Medical, dental, and vision coverage 
• HSA/FSA programs
• Company paid life and AD&D insurance. 
• Company paid short- and long-term disability. 
• Voluntary benefit products 
• 401k retirement savings plan after just 60 days 
• 7 Company Holidays, plus 2 Floating holidays of your choice 
• Paid Time Off
• Tuition reimbursement 
• Employee Assistance Program (EAP)  

About Us: 
We are the fourth largest security integrator 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 ideals, 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.