Customer Service Manager (HID1097)

Full-time
HID Global
2020-06-16
US North AmericaUS

Location: Marietta, GA

 

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 3,500 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.

 

About PTI Security

PTI Security Systems is the leader in access control and security for the self-storage industry.  To date, there are 40,000 installations of PTI products in self-storage facilities in more than 30 countries.  PTI provides the most innovative, durable, and reliable security products available today, and offers a wide range of integrated security solutions, including: keypads, wired and wireless door alarms, mobile apps for both renters and facility staff, and powerful security software that integrates seamlessly with most management software on the market. PTI’s durable products were designed to help self-storage owners protect their investment for years to come, and has an experienced and dedicated team that will help find a solution for your unique security needs.

 

Summary

The successful candidate will have experience supervising/operating a contact center, comprised of both in-office and remote agents. This includes supervising a minimum of 7 agents that provide technical assistance and customer service to customers via email, chat, and phone, and implementing processes to ensure quality service across internal and external platforms. The role will define agent schedules, create forecasting and projections for short and long term Key Performance Indicators (KPI), coordinate new hire training as well as perform training, collaborate with other departments on processes, product improvements and policies, conduct routine training on products and changes, as well as perform the functions of the standard Technical Support Analyst. The candidate will also have a successful history of implementing and completing personal improvement plans as needed.

 

Essential Duties and Responsibilities

Accountable to the Manager Director, the role requires ownership and accountability for the following duties:

  • Strong team player contributing value throughout the organization as a member of the leadership team; Strengthening relationships between departments to align with organizational culture
  • Adhere to the budget provided from the Managing Director and Controller, including but not limited to over time approval, holiday scheduling, tools and systems purchases, etc.
  • Create on-going training programs for customer service team and cross-departmental stakeholders
  • Weekly/Daily feedback, skill assessment and any necessary trainings with agents
  • Ensure and enforce adherence to policies for attendance and established procedures
  • Effectively identify counseling needs for performance, attendance, etc., and take necessary action
  • Implement processes to enhance ticket flow to ensure timely customer problem resolution
  • Participates in hiring and recruiting efforts for the team, including conducting interviews and making suggestions for new hires
  • Evaluate and coach each member of the team on a regular basis including conducting quality reviews, and providing feedback
  • Monitor queue and track inbound calls and tickets, keeping agents aware of key metrics including time to address tickets, time to resolutions, ticket processing volume per agent, etc.
  • Responsible for maintaining and managing procedures for the helpdesk
  • Manage projects that will improve efficiencies of the helpdesk or employee desktop technology
  • Maintain and contribute to the knowledge base, hosted internally and publicly
  • Handle escalated support calls and high volume traffic
  • Effective reporting of metrics, compliance, incidents, and other necessary communications
  • Strong problem-solving ability and the ability to manage multiple tasks simultaneously
  • Keep abreast of current technology and educate staff of new technological advancements
  • Maintain internal Service Level Agreements (SLA), and evaluate if they are appropriate metrics
  • Make appropriate changes to support based on Key Performance Indicators (KPI) and current metrics
  • Constantly evaluate the customer experience and ensure customers are receiving the appropriate support
  • Recommend process improvements that can be utilized to maximize the overall customer experience with PTI

 

Required Knowledge / Experience

  • Ability to work flexible hours based on business need
  • Proven experience as technical support/service supervisor or similar supervisory position
  • Effective at providing honest feedback, and coaching individuals to meet business needs
  • Strong leadership skills and practices proven methods of improving team cohesion
  • Proven ability to direct personnel in a fast paced call center environment
  • Be able to perform the duties of an agent while also performing the duties of a supervisor
  • Knowledge of performance evaluation and corrective action procedures
  • Superior communication skills and proven record of providing excellent customer service
  • Proficiency in Salesforce.com’s ticket management software
  • Strong knowledge of Microsoft applications
  • Working knowledge of networking, database and client server environments
  • 3+ years’ experience in customer support or related field.
  • 2 + years in technical support or related technology field
  • 2+ years’ experience in a supervisory/management role

 

Preferred Education and/or Experience

  • College degree preferred or equivelant work experience
  • Strong technical background highly desirable, including experience and understanding of hardware and software solutions
  • A creative and out-of-the box thinker who is a team player, able to work in cross-functional and highly regulated environment and able to support and enhance a process for creation of security products and services.
  • Project Management experience

 

 

PTI Security/HID Global is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran

If you are interested in this position, please submit your resume and cover letter (optional).

 

If you have a disability which limits your ability to apply online, please contact us at [email protected], to submit your expression of interest in a position with our Company.