Client Services Supervisor

2 weeks ago

Falls Church Virginia, United States Kastle Systems Full time

Overview:
Become part of a pioneering organization that is dedicated to providing advanced solutions for a more secure environment.

The property technology sector is experiencing significant growth, and Kastle Systems is at the forefront of this evolution.

Kastle Systems excels in managed security services, boasting a proven history of implementing cutting-edge technologies to support over 460 million square feet of real estate worldwide.

Our clientele encompasses various sectors, including commercial and multifamily real estate, education, and construction, all of which we serve diligently.

Our commitment to delivering an exceptional customer experience is paramount, and Kastle's objective is to be recognized as our clients' premier service provider, ensuring their security needs are met with utmost effectiveness, efficiency, and convenience.

Kastle's comprehensive security solutions, which include access control, video surveillance, and remote monitoring, significantly lower costs while enhancing the essential 24/7 operational performance for property owners, developers, and tenants.

This vital role involves leading a team of Client Services Representatives (CSRs).

The Supervisor is tasked with guaranteeing thorough and professional service delivery through account teams that consistently surpass customer expectations.

The Supervisor acts as the client's advocate within Kastle, ensuring that all facets of our service model are executed accurately and promptly for designated clients.

This position requires extensive collaboration with all organizational functions, the ability to influence, and the capacity to prioritize tasks. Responsibilities encompass the development, coaching, mentoring, and management of CSRs and their activities.

Responsibilities:
Collaborate closely with Kastle clients to ensure effective system operation

Engage with clients and CSRs to guarantee customer satisfaction and swift problem resolution

Coordinate the involvement of any/all Kastle personnel and resources to fulfill customer expectations and objectives

Lead prompt resolution efforts that best address clients' needs

Respond to direct and escalated client inquiries in a timely manner

Conduct interviews, coach, and develop CSRs

Prioritize and delegate tasks

Engage directly with clients via electronic communication

As necessary, instruct clients on the effective utilization of Kastle systems

Monitor, report, and escalate customer activities as per expectations

Qualifications:
Bachelor's degree or an equivalent combination of education and experience.

A minimum of two years' experience in a role focused on establishing and nurturing productive client partnerships.

Strong attention to detail and accuracy.

Excellent communication skills, both written and verbal.

Outstanding organizational abilities.

A commitment to delivering exceptional customer service and demonstrating initiative.

Proficiency in Microsoft Office.

Willingness to work extended hours as necessary to fulfill responsibilities.

Ability to perform well under pressure.

Equal Opportunity Statement:
Kastle Systems is an Equal Opportunity / Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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