NAS Customer Support Supervisor

Commercial Overview:

At ADT Commercial, we are in the business of helping people and organizations to protect what matters most to them. Building upon ADT’s 145-year legacy, we secure the livelihoods and futures of critical commercial environments, retail location, educational campuses, healthcare facilities and financial institutions across the U.S. as an industry-leading security, fire and life safety systems integrator. We strive to have the most experienced and technically trained and talented teams in the industry, driven by excellence at every turn. At ADT Commercial, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of ADT Commercial, you’ll have the opportunity to be a part of that difference every day. With more than 300 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.adtcommercial.com or follow us on LinkedIn and Facebook.

Summary:
Develop and secure long-term relationships with National Account Customers. Proactively manage accounts for 1-Touch Plus National Account customers. Perform daily audits to prevent and eliminate potential security issues.
Essential Duties And Responsibilities include the following. The NAS Customer Support Supervisor may be expected to perform some or all of the duties listed and other duties as assigned.

• Establishes good working relationships with National Account Point of Contacts.
• Ensures that proactive research and client care calls to National Account holders are occurring as needed.
• Ensures that dashboards, 1 Reports, and other resources are utilized by the support team as necessary to proactively support National Account customers.
• Promotes the full product line and services offered by Protection 1.
• Handles any customer calls that require escalation and ensure that department management is aware of any potential issues.
• Provides both oral and written presentations to customers outlining quarterly 1 Touch Report performance.
• Develops front line staff members in skillset and personal improvement.
• Resolves Internal/External customer escalated issues.
• Monitors and reassigns staff workloads due to varying conditions including short-staff situations.
• Performs one on one meeting with team members on a regular basis.
• Performs biweekly team meeting with team members on a regular basis.
• Participates in meetings with potential National Account customers as needed.
• Obtains accurate central station information required for the monitoring and service of the account.
• Assists the installation, service, and billing departments as required.
• Performs daily account audits and updates.
• Makes credit adjustments to accounts when necessary.
• Works with the branches and Monitoring department to research and resolve customer issues.
• Ensures that the support team is evaluating pending service calls daily for assigned customers and work with the appropriate branches to ensure service calls are completed and moved to a “Final QC” status for billing.
• Performs all other duties and projects as assigned.

Supervisory Responsibilities:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Supervise employees within the billing department. Responsibilities include: interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications - External

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, preferable Microsoft Office and database applications,and advanced presentation skills with proficiency in Power Point.
• 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 procedures 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 a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of 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 lap top 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 customers, P-1 branches and authorized subcontractors.

Minimum Qualifications

• High school diploma or General Education Degree (GED) and three to five years’ experience working on security related projects to include three years of experience related to the CCTV, Intercom, IDS, and
• access control system industry.
• Associate’s degree (AA) or equivalent from two-year College or technical school preferred; or equivalent combination of education and experience.
• At least one year leadership experience required.
• Position may require mandatory overtime.

Certificates/Licenses, Registrations

• None required.