Security Monitoring Call Center Supervisor
Job Description
Position Summary:
We are seeking a highly organized and customer-focused Call Center Supervisor to lead our Security Monitoring team. This position is responsible for supervising daily operations within the call center, ensuring prompt and professional responses to customer inquiries, troubleshooting technical issues, coordinating service appointments, and maintaining accurate service records. The ideal candidate will have strong communication skills, attention to detail, and experience in a security or technical service environment.
Key Responsibilities:
Answer and manage incoming customer phone calls and emails regarding system issues, providing clear, effective solutions to resolve problems in a timely manner.
Troubleshoot security equipment and security mobile applications to assist customers with technical concerns.
Schedule technician visits for service, repairs, or new product installations based on customer needs and technician availability.
Process equipment returns, parts replacements, and new equipment requests for builders and customers, ensuring accuracy in orders and timely fulfillment.
Review and process technician timesheets daily, ensuring accuracy and compliance with company policies.
Document and manage service tickets, technician notes, and paperwork, uploading all related documentation to customer accounts to maintain comprehensive service records.
Monitor call center team performance, providing coaching, training, and support to ensure quality customer service and operational efficiency.
Perform other duties as assigned by management to support overall business operations and customer satisfaction.
Qualifications:
High school diploma or equivalent; associate’s or bachelor’s degree preferred.
Minimum of 2-4 years of call center or customer service supervisory experience , preferably in a technical service or security monitoring environment.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office Suite and customer service ticketing systems.
Ability to prioritize, multitask, and remain organized in a fast-paced environment.
Strong leadership abilities with a focus on team development and customer satisfaction.
Company Description
Who is Datasmart/Duncan Security?
Datasmart/Duncan Security, LLC is a provider of new home structured wiring, security, and custom audio/video systems with new home builders in the greater Houston area. Duncan Security is an established security alarm company and has been a leading provider of security alarm monitoring services for 25+ years. We have earned the opportunity to work for the largest national home builders serving the local Houston market. Duncan Security offers affordable and easy-to-use interactive services enabling customers to access/control their home lighting, cameras and/or alarm system remotely through a smart phone or other device. www.datasmartllc.com.
Who is Datasmart/Duncan Security?\r\n\r\nDatasmart/Duncan Security, LLC is a provider of new home structured wiring, security, and custom audio/video systems with new home builders in the greater Houston area. Duncan Security is an established security alarm company and has been a leading provider of security alarm monitoring services for 25+ years. We have earned the opportunity to work for the largest national home builders serving the local Houston market. Duncan Security offers affordable and easy-to-use interactive services enabling customers to access/control their home lighting, cameras and/or alarm system remotely through a smart phone or other device. www.datasmartllc.com.