Director of Customer Support

The Director of Customer Support is responsible for leading the group that interfaces and provides support to our VSN customers. The Director of Customer Support sets and monitors the key metrics to run VSN’s 24/7/365 one call solution customer call center. This position has a keen understanding of how to determine staffing needs and the support structure necessary to ensure that VSN customers are delighted with our service. An ability to lead team with process, projects, technology, training coupled with performance management.

Main Responsibilities:

• Coordinates the Management Team in preparing weekly, monthly, and annual operating plans and reviews work plans
• Sets and established metrics and goals for Customer Service Department along with individual plans for each Manager.
• Oversee the National Service Support Center for VSN
• Monitor day-today fiscal operations relative to the annual/monthly budget, including the preparation of reports and presentations
• Prepares annual budget and semi-annual budget re-forecasting
• Identify opportunities to improve and measure standards and practices
• Organize and facilitate weekly, monthly and quarterly staff meetings covering standards, practices, and financial results
• Hiring, termination, counseling, review writing and delivery, of VSN Customer Support staff.
• Works closely with the Director of Service Operations on financial deliverables and performance.
• Reviews employees policies and procedures ensuring they are legally sound, fair, current, relevant, and competitive with similar companies
• Reviews employee benefits ensuring they are legally sound, fair, current, relevant, and competitive with similar companies
• Maintain daily, weekly, and monthly reports for all VSN Service personnel detailing, sick, vacation, or other leave, and holiday hours
• Manage recruiting process for all NAD Service positions
• Monitor Staffing needs and development
• Identify staff training needs and opportunities on an annual basis
• Must be willing to travel Nationwide and throughout North America to support VSN sales
• Must be able to travel to promote goodwill for Vector Security
• Attend Industry trade shows when applicable
• Works with other members of VSN Management to enhance or change policies, standards, and practices that fulfill, in the most effective manner, VSN operational and sales goals
• Maintain awareness of all tools, laws (labor and personnel), legal decisions, legislation, regulations, and other developments affecting our industry and company.
• Works with designated staff on Public Relations and Press releases and other communications
• Works with staff, develop and implement a communications, community awareness and outreach strategy
• Works with GM of VSN on the development and implementation of leadership programs for VSN
• Ensures that staff is adequately trained on all industry technologies and maintains updated vendor and industry certifications
• Works with Sub-Contractor base to ensure they are well qualified and trained
• Follow up on customer interactions

All other duties as may be assigned by the GM of VSN

Why Join Us?

Two-time winner of Dealer of the Year from SDM Magazine, two-time winner of the Police Dispatch Quality (PDQ) Award, and multi-year winner of the Central Station Operator of the Year Award from The Monitoring Association. Top 5 largest security company. Sure, we’ve got the hardware and the recognition, but the real reason to join Vector Security is our people. People who are passionate about the work they do. Energetic people who innovate, who take on new challenges. People, perhaps, like you.

And when we find good people, we hold on to them…through career advancement opportunities, internal promotion, continuing education, and performance incentives.

So, whether you’re a proven leader in your discipline or looking for new challenges, Vector Security may have the right opportunity for you. We seek driven, proactive, talented individuals who are excited about what the future holds. Because we are. Come join us and find out for yourself!

We offer:

Along with competitive compensation and career advancement opportunities, we offer a comprehensive“Total Rewards” package. Qualifying employees receive:

• Medical, dental, and vision coverage
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• Voluntary benefit products
• 401k retirement savings plan after just 60 days
• Paid time off for vacation, sick and floating holidays
• Tuition reimbursement

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Requirements

• Devoted to a task or purpose with loyalty or integrity
• Inspires teammates to follow them
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• Management experience operating a 7x24x265 National Customer Service Operation
• Security Industry experience