Vector Security Networks is hiring for Service Account Supervisor in Gainesville VA Location. The Service Account Supervisor is responsible for managing the day-to-day metrics of each Account Coordinator and Alarm Services workflows. Providing feedback and shadowing on how to assist in streamlining processes, improving and coaching reps, working with other teams on training initiatives. Works with onsite team to drive automation to help the team be more efficient. Providing assistance to each department with documenting processes, handling escalated items, and ensuring we are meeting our customer service levels for the accounts that have specific account coordinators.Main Responsibilities:Utilize established company guidelines and procedures, provide direct supervision to the Service Account Coordinators and Alarm Services teams.Set performance goals and review work flow metrics to ensure staffing is adequate.Ensure company deadlines are being meet to minimize delays in service and ensure team has adequate training to increase remote resolution.Monitor and ensure support requests received via e-mail, phone, 3rd party software and InSite or submitted via work flow management system are being processed according the established company and customer guidelines and procedures.Obtain and evaluate all relevant information to handle inquiries and issues, to include communicating and coordinating with internal departments.Respond promptly to customer inquiries and directs requests and unresolved issues to the designated resources.Manage recruiting and hiring process for the Account Coordinator and Alarm Services teams.Assist with the development of training plans for new hires and existing employees to ensure functional knowledge is maintained.Provide constructive feedback and coaching.Contribute to performance management items to include corrective action and appraisals.Provide a line of communication between upper management and employees, foster a positive team environment and assist coworkers as needed.All other duties as assignedWhy Join Us?Two-time winner of Dealer of the Year from SDM Magazine, two-time winner of the Police Dispatch Quality (PDQ) Award, and multi-year winner of the Central Station Operator of the Year Award from The Monitoring Association. Top 5 largest security company. Sure, we've got the hardware and the recognition, but the real reason to join Vector Security is our people. People who are passionate about the work they do. Energetic people who innovate, who take on new challenges. People, perhaps, like you.And when we find good people, we hold on to them through career advancement opportunities, internal promotion, continuing education, and performance incentives.So, whether you're a proven leader in your discipline or looking for new challenges, Vector Security may have the right opportunity for you. We seek driven, proactive, talented individuals who are excited about what the future holds. Because we are. Come join us and find out for yourself!Vector Security, Inc. is an Equal Opportunity EmployerVector Security is a Drug-Free WorkplaceAll applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran or disability status.#VSN200ExperienceRequired3 - 5 years: Customer Service/Industry2 year(s): Experience with coordinating and overall handling of national accountsPreferred2 - 4 years: Supervisory experienceEducationRequiredHigh School or betterSkillsRequiredAbility to engage othersDelegationMaintains high level of professionalismRapport buildingMicrosoft ExcelInterpersonal SkillsCommunicationOrganizationMicrosoft WordMicrosoft PowerPointMicrosoft OfficeConfidentialityEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)