Customer Service Supervisor

You are supported every step of the way with focused training, a collaborative team-based environment, and approachable leaders. Community Get Involved We are active members of the community. We volunteer for causes we care about and sponsor local organizations and events. Support #TeamRapid More than just a job – become a member of the team, build relationships, and achieve together. Our Mission 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 experience in customer service 3-year management, supervisory or leadership experience preferred Must successfully complete and pass the RRMS New Hire Operations Training Course Proficient and above average computer knowledge and skills Excellent written and verbal communication skills Successfully clear drug screen and background check to meet industry and security licensing requirements Ability to be licensed in all required areas as defined by RRMS Required to complete the steps necessary to achieve a Department of Defense Secret Clearance Required, weekend availability Working Conditions Work is performed in an office environment. Employee may be subject to some lifting up to 10lbs Equipment Used Ability to use general office equipment What awaits you at Rapid Response Shift flexibility (night owls and weekend warriors welcome) Annual salary increases Medical, Dental, Vision, and 401k Additional compensation for special skills, particularly: bilingual in Spanish Paid Vacation and Sick Time Wellness Program + Wellness DAYS OFF Internal advancement opportunities The opportunity to make an impact on communities across the country every day About Rapid Response Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid! Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment. Additional Information Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at . Rapid Response is an Equal Opportunity Employer. #J-18808-Ljbffr Response Monitoring Services, Inc.