Customer Experience Supervisor

6 months ago

Richmond, Canada The Radius Group Full time

_**The VALUE this role brings to the team**:_

The **Remote Guarding Customer Experience Supervisor** is a people person who will report to the Customer Experience Manager to oversee the daily functions of the Remote Guarding Customer Installation and Service Coordination team and to lead by example. The supervisor’s objective is to maximize efficiency and effectiveness of the team through tasks assignment, training, coaching, and creating a safe place to receive blameless correction. The supervisor will play a key role developing strong collaborative relationships within the department and in other departments.

Our Customer Experience Supervisor drives customer satisfaction by bringing all team members up to their standard of professionalism.
- **Core Tasks**:_
- Customers_
- Ensuring that coordination and planning processes match the customer’s implementation timelines
- Deescalating and problem-solving customer concerns
- Working directly with the customer to initiate, implement, and ensure excellence in delivery.
- Provide customer service that consistently WOW the customer
- Assist with training clients on the proper use of the installed equipment and interactions with our monitoring station
- Support clients with remote changes to their system
- Sales Interactions_
- Providing timely feedback to the sales team regarding their projects to ensure they are always able to respond to customer queries.
- Installation Coordinator Interactions_
- Assign workload to match with the ISC’s experience, availability, and training
- Provide feedback and training to encourage growth in each role
- Mentor the next Customer Experience Supervisor
- Provide the first point of escalation when there is uncertainty
- Cross training with the security department to provide back up support when needed
- Proactively build strength into the team
- Act as point of escalation to resolve interpersonal issues between team members and other colleagues.
- Project Managers_
- Work closely with the Project Managers to coordinate projects installations
- Report back to the PM on coordination issues
- Technician Interactions_
- Assign installation and service work in coordination with availability, ability, and experience
- Ensure the technician’s time is maximized
- Customer Experience Manager_
- Provide feedback to support the growth of team members for reviews
- Support and implement month end tasks and reports
- Review KPI’s and areas for improvement
- Company Compliance_
- Align with the DNA which makes up the cultural fit at Radius Security
- Responsible to comply with all company policies and procedures, and to request clarification when unsure.
- Ensure safety procedures take priority both personally and with technicians on projects
- Accountability_
- Booking to Revenue Time
- Service ticket age/quantity/time to first contact (Sedona / Zendesk)
- Inspection productivity (qty / month)
- **Compensation**:_depending on experience, this role’s hourly wage is between $28-32/hour
- Character_
- Lives the Radius DNA in all interactions
- Engage in proactive behavior, looking for opportunities to improve processes and methods
- Has a ‘can-do’ attitude and relentless enthusiasm to support both the team and customers
- Leadership orientation, able to be maintain composure under stressful conditions
- Driven to build strong relationships with all team members, within the department and in other departments
- Skills_
- Excellent communication, both verbal and written, and strong interpersonal skills
- Demonstrated ability to provide quality, courteous customer service
- Proven ability to prioritize and handle multiple, varied tasks
- Strong organizational skills to balance the workload of the team
- Positive conversations with colleagues, engaging, encouraging, and correcting as necessary
- Experience_
- At least 2 years’ experience in a direct leadership role, with ability to speak to performance management, accountability, and mentorship
- 3-5 years of experience in the security industry, especially in customer service and coordination
- Experience with coordination of installation and service of intrusion, access control, and camera systems
- Knowledge_
- Video verification / Video analytics / Forensic video systems
- Access control configuration
- Intrusion alarms
- ULC Fire, Burg
- Installation and service processes
- Billing processes
- **Why does our team LOVE working for us?**_
- Job stability Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future
- Extended health and dental benefits, including RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus
- Charitable donation matching
- Bonus Stat Holiday - Boxing Day
- Gym membership discount for our staff and their spouses
- Learning and development opportunities to gro

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