Customer Support Manager
Company Overview:
ADT has been in the business of helping save lives since 1874.
As the #1 smart home security provider in the U.
S.
, we help protect and connect families, businesses and larger commercial customer every day.
Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go.
And as times change, so do we.
Above all, our mission is clear:
we help save lives for a living.
Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck.
#WeAreADT Check out more about life at ADT here.
SUMMARYDevelop and secure long-term relationships with Multifamily Account holders.
Ensure that new customers are properly on boarded.
Ensure routine account audits and updates are performed; develop presentations for potential customers outlining the operation of applicable equipment and services.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
The National Account Customer Support Manager may be expected to perform some, or all of the duties listed as well as other duties as assigned.
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 by ADT.
Provide oral and written presentations to potential customers explaining the operation of their 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, proactive support, etc.
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.
Perform all other duties and projects as assigned.
Position may require mandatory overtime.
Requires travel once a month for a week.
SUPERVISORY RESPONSIBILITIES 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.
KNOWLEDGE, SKILLS AND ABILITIES Knowledge Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm and Fire Suppression Systems.
Skills 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.
Requires skills in business math, interpersonal relations, judgment, and listening.
Abilities Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists.
Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Must be able to carry a laptop computer and other necessary demonstration equipment when visiting customers.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT The noise level in the work environment is usually moderate.
Must be able to travel as needed to visit team members, customers, ADT branches and authorized subcontractors.
MINIMUM QUALIFICATIONS 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.
At least two years' experience in a management or supervisory role.
Bachelor's degree preferred.
Two years Mastermind experience preferred.
CERTIFICATES, LICENSES, REGISTRATIONS None required.
ADT is an Equal Employment Opportunity (EEO) Employer.
We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills.
ADT strives to ensure every employee and applicant feels valued.
Visit us at jobs.
adt.
com/diversity to learn more.
Recommended Skills Customer Service Time Management Quality Assurance Problem Solving Listening Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
ADT has been in the business of helping save lives since 1874.
As the #1 smart home security provider in the U.
S.
, we help protect and connect families, businesses and larger commercial customer every day.
Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go.
And as times change, so do we.
Above all, our mission is clear:
we help save lives for a living.
Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck.
#WeAreADT Check out more about life at ADT here.
SUMMARYDevelop and secure long-term relationships with Multifamily Account holders.
Ensure that new customers are properly on boarded.
Ensure routine account audits and updates are performed; develop presentations for potential customers outlining the operation of applicable equipment and services.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
The National Account Customer Support Manager may be expected to perform some, or all of the duties listed as well as other duties as assigned.
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 by ADT.
Provide oral and written presentations to potential customers explaining the operation of their 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, proactive support, etc.
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.
Perform all other duties and projects as assigned.
Position may require mandatory overtime.
Requires travel once a month for a week.
SUPERVISORY RESPONSIBILITIES 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.
KNOWLEDGE, SKILLS AND ABILITIES Knowledge Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm and Fire Suppression Systems.
Skills 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.
Requires skills in business math, interpersonal relations, judgment, and listening.
Abilities Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists.
Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Must be able to carry a laptop computer and other necessary demonstration equipment when visiting customers.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT The noise level in the work environment is usually moderate.
Must be able to travel as needed to visit team members, customers, ADT branches and authorized subcontractors.
MINIMUM QUALIFICATIONS 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.
At least two years' experience in a management or supervisory role.
Bachelor's degree preferred.
Two years Mastermind experience preferred.
CERTIFICATES, LICENSES, REGISTRATIONS None required.
ADT is an Equal Employment Opportunity (EEO) Employer.
We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills.
ADT strives to ensure every employee and applicant feels valued.
Visit us at jobs.
adt.
com/diversity to learn more.
Recommended Skills Customer Service Time Management Quality Assurance Problem Solving Listening Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
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