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Requisition Number 09-0023
Title On-Site Customer Support Rep, Customer Care
City Cincinatti
State OH
Function Customer Monitoring Center
Description Responsible for assisting in managing the day to day responsibilities of BSOC during scheduled shift. Lead will assist in the guidance and supervision of 1-9 associates in a technical central station environment. The position requires overseeing the day-to-day shift operations and guidance of operators to reach specified target performance output.
Ensure that production standards are met and maintained.
Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions.
Oversee and assist in resolving escalated operational and customer service issues and/or employee problems.
Responsible for monitoring individual and team productivity and quality, and providing feedback to management.
Oversee training of new hires, ensuring a full understanding of departmental procedures as well as individual job responsibilities. Promote teamwork and the cross training of employees.
Communicate to management the constructive suggestions of employees, while at the same time communicating to employees the policies, practices, objectives and progress of the BSOC.
Demonstrate mastery of all BSOC equipment and related responsibilities.
Requirements College degree or equivalent preferred.
Central Station background and analytical abilities are essential.
Technical background and experience with Alarm Monitoring, Access Control, Fire Alarm and CCTV Systems.
Minimum of 1-2 years supervisory experience preferred
Ability to communicate effectively both orally and in writing
Strong problem solving and organizational skills.
Experience with Microsoft Office Suite
Must possess excellent organizational and analytical skills, as well as the ability to perform and provide results in a fast paced, team-oriented environment.
Perform other duties as assigned.
Must be able to work a flexible schedule.
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