Customer Service Supervisor

You are supported every step of the way with focused training, a collaborative team-based environment, and approachable leaders.

Community

We are active members of the community. We volunteer for causes we care about and sponsor local organizations and events.

Support

More than just a job –
become a member of the team, build relationships, and achieve together.

Every day we provide peace of mind,
secure our customer’s communities,
and protect lives and property.

We offer extensive medical, dental,
vision, life insurance, gym
memberships, and much more!

Meet your goals with our 401k match,
credit union membership, paid vacation,
and opportunities for overtime.

Grow with us.
92% of senior leadership started
in an entry level role.

Enjoy pizza Fridays, event ticket
giveaways, reward programs,
and an ultra-modern campus.

We serve a growing market that
is rapidly expanding as the world
becomes even more connected.

Founded in Syracuse, NY in 1992, we are now serving the industry from multi-redundant Command Centers in Syracuse and Corona, CA, as well as from a Customer Care Center in Henderson, NV. We are a critical response security company focused on saving lives and protecting homes and businesses. Whether it’s a fire at a family home, an armed intruder at a business, a missing vehicle, an evening jogger, or a lone family member having a medical emergency, our “heroes” are there to help every day.

Supported by teams of experts in their respective fields, our highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.

This position is 100%
in-office and reports to our facility on site in Syracuse, NY.

Job Summary

The Contact Center Supervisor is responsible for supporting and leading our Specialists while they are focused on saving lives and protecting property. The Contact Center Supervisor will be prepared to aid in all emergency dispatches and circumstances that require an escalated response. The Supervisors will focus on real-time data metrics to ensure the department is properly aligned and meeting customer service and service level expectations.

Our supervisors lead by example and are consistently dedicated to the company mission of protecting life and property.

Hours

• 2nd Shift (1500 - 2330)
• 3rd Shift (2300 - 0730)

Salary Range

• $28.00 per hour - $32.00 per hour
• Second Shift, Third Shift, & Weekend Shift Differentials

Responsibilities

• Directly supervises, supports, and guides the day-to-day activities of the Specialists that are handling emergency alarms and calls
• Responsible for supporting the Specialists by providing appropriate resolution technique in real-time

emergencies and potentially sensitive situations

• Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists
• Develop and implement tracking mechanisms and workflows that provide clear insight into staff performance and supports ongoing development
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel
• Accountable for overseeing staffing levels, attendance, and allocation of resources to ensure adherence to service level goals and organizational objectives
• Prepared to handle in-bound and out-bound call traffic as needed
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions
• Protect employee and company privacy with the utmost confidentiality and organizational integrity

Qualifications

• Associate degree, equivalent Military or 2+ years of relevant work…