Description

SentriLock, LLC, a global provider of access control services, is looking for a Director of Support to join our team! A subsidiary of the National Association of Realtors, SentriLock is a nationally-certified “Great Place to Work” and provides competitive pay, excellent benefits, and a supportive work environment committed to developing our team members. Working for SentriLock is more than just a job, it’s an experience! 

The Director of Support is responsible for contributing to the organization's commitment to delivering world class customer experiences by directing, managing, leading, and developing department staff to develop and maintain strategic customer satisfaction initiatives.

Manage, lead, and develop department staff

• Supervise and motivate department staff to perform their responsibilities with quality and timeliness 
• Continually evaluate staff members’ performance through excellent documentation and performance reviews
• Develop employees through various methods including training and assignment of challenging development opportunities 
• Maintain a high level of integrity and confidentiality within the department and create an atmosphere of excellence
• Create and manage department budgets and strive to keep expenses at or below budget 
• Communicate and apply company goals and policies
• Manage the customer satisfaction survey process, analyze and report results and recommendations 
• Lead efforts in ensuring the proper frameworks for the selection and training of all Support roles
• Perform at least quarterly skip-level employee job shadows to stay connected to the customer and employee experience and drive improvement

Develop and maintain strategic customer satisfaction

• Draft, implement, and execute policies and procedures to facilitate quality customer service experience
• Ensure department is compliant with ISO 9001 processes and procedures, and continually seek improvements in related processes Responsible for maintaining world class customer satisfaction as evidenced in the Support ISO metrics
• Work) on developing strategies and tactics for high customer and employee satisfaction
• Oversee and monitor the customer satisfaction results and drive continuous improvement efforts to address the needs of the customer

Oversee all aspects of the Customer Support Experience

• Develop and maintain department goals for the response and handle time of all customer interactions within the Support department 
• Improve department efficiency to maximize availability for our customers
• Work with customer-facing departments and engage directly with the customer to understand the expectations of the customer and develop the structure to meet the ongoing customer needs
• Create detailed reports of department results so proactive measure can be made to meet customer needs 
• Document and maintain the customer journey and identify and correct any pain points caused for the customer 
• Manage strategic initiatives and projects

Identify and research internal tools needed to enhance the employee and customer experience

• Network with other call center personnel to help identify best practices to effectively manage the Support department 
• Attend conferences to become familiar with industry trends in customer support
• Identify and share product enhancements and integration opportunities to improve the customer experience
• Collaborate with SentriLock departments including CSM, Sales, Marketing and IT to understand changes/drive change to support
• Serve as an expert on the SentriLock product and future product roadmap to guide where synergies and cross functional collaboration can be initiated to drive a world-class customer and employee experience as it relates to service quality
• Investigat e and recommend technology solutions to ensure maximum human capital productivity and accuracy while solutioning ways to use emerging technology to automate non-critical customer support needs

Other duties as assigned

• Participate in projects assigned by senior leadership 
• Maintain and follow ISO standards
• Seek out and complete appropriate training, development and research 
• Knowledge of department processes
• Support the mission and goals of the company
• Uphold our leadership values in your words and actions to build a stronger, healthier corporate culture at SentriLock

Requirements

• Bachelor’s degree or equivalent experience – Required
• 4 years Leadership within a Customer Support or Customer Success function, preferably SAAS or technology – Required
• Strong understanding of customer support methodologies, best practices, technology, and tools
• Ability to analyze data, identify insights, and make data-driven decisions
• Experience in developing and implementing customer support strategies and processes utilizing the best hybrid of people and technology resources

***This is an in-office position in West Chester, OH***