Customer Service Operations Manager

22 hours ago

Gaithersburg, Maryland, United States DEFENDERS Full time
Job Title: ADT Team Manager Existing Customer Operations

As an ADT Team Manager Existing Customer Operations, you will be responsible for supporting the Existing Customer channel by assigning and coordinating people and materials necessary for the prompt and complete installation and service of all jobs within an assigned territory.

Key Responsibilities:
  • Plan, implement, and manage the activities of the service workforce to ensure familiarity and training of product installation and service skills.
  • Formulate a sound business plan to provide cost-efficient service for targeted sales growth in accordance with established plan and market share targets.
  • Work with the General Manager to meet profitability goals.
  • Conduct regular meetings with the service workforce.
  • Communicate current installation and service policies, procedures, techniques, and new products and services to the service workforce.
  • Assist the sales force by developing low installation costs and suggesting proper and varied applications of systems.
  • Serve as the primary contact for the district installation and service workforce to provide input and feedback related to Corporate Installation and Service.
  • Ensure consistency of field installation and service activities.
  • Establish and maintain a high level of quality and timely installation/service to customers for maximum retention.
  • Develop and maintain an effective installation/service workforce through recruiting, hiring, training, motivating, and coaching techniques.
  • Track and record daily, monthly, and quarterly installation/service activity, including individual installers' efforts and results.
Requirements:
  • Associate degree or equivalent related experience.
  • 3 to 5 years related industry experience with a high volume, high impact operation.
  • Background should include the ability to successfully handle multiple challenges, prioritize responsibilities, and effectively lead a team.
Skills:
  • Solid business skills.
  • Conceptually oriented with the ability to think and act strategically.
  • Proven management skills with the ability to train, develop, and motivate.
  • Strong written and verbal communication skills.
  • Intermediate to advanced computer skills in a Microsoft Windows environment.
Compensation and Benefits:

The salary range for this role is $55,468 - $110,938 per year, based on experience and qualifications. The position also includes a bonus structure and car allowance. ADT offers employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off, among others.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued.

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