Customer Support Specialist- Milwaukee

Title: HSM National Accounts – Customer Support Specialist

 

Position Purpose:

 

Solidify the HSM relationship with top National Account customers by interfacing with customer contacts and providing focused proactive on-site account relationship management across the HSM Five Customer Touch Points. 

 

Proactively “Manage the Customer Experience” through use of all the HSM tools, project management tools, internal reports as well as personal customer interaction and communications. Serve as the on-site customer focal point and perform tracking of ongoing installation and service projects. 

 

Work daily with the assigned National Account Manager and the Project Management Team to become an additional “Face of HSM to the customer” and a “Voice of the Customer to HSM”.  Work Environment

 

HSM Electronic Protection Services – (formerly Honeywell Security Monitoring) is the nation’s largest privately owned security company providing nationwide security, fire, access control and video systems and services for commercial and residential customers.  HSM consists of 50+ branches responsible for selling, installing, monitoring and on-going service.  Products and services are brought to the market through a dedicated sales force and an operations delivery network.

 

The Customer Support Specialist reports directly to the Executive Director of National Account - Customer Relations.  This position is assigned to work on-site at the customer location. The NACSS interfaces directly with the assigned National Account customer, the HSM National Account Manager, the National Account Customer Relations Specialist, the National Account Project Management team, HSM Accounts Receivable group,  as well as all levels of HSM national, regional and district management. 

 

For more information regarding HSM, visit our website at: www.hsmsecurity.com

 

Principal Accountabilities:

 

The incumbent will be an active participant in the daily analysis and pro-active management of the National Account Performance Scorecard and associated metrics (including the company’s own Facility Summary Report). This includes monitoring progress on each of the 5 customer touchpoints.

 

· Participate in the quarterly preparation and presentation of the customer National Account Performance Scorecard with the assigned National Account Manager.

 

·  Team with the assigned National Account Manager in determining customer requirements.  Team with the assigned Project Manager to  document those requirements in the form of a comprehensive Requirements Document.

 

·  In collaboration with the Project Management team, track and review the daily activities of the operations delivery and on going service delivery process to assure on-time delivery and continuous customer satisfaction.

 

·  Ensure that the customer and their associates have a complete understanding of their alarm system operation, the service request process and ongoing billing from HSM. If customer issues arise, assemble and engage the correct cross functional departments to develop a plan and provide a response to the customer. Escalate issues as needed for proper resolution.

 

·  Proactively review account to ensure we are maximizing every opportunity to improve communications, improve Customer Satisfaction, retain the customer and grow the RMR.





 

Basic Required Skill: Display talent and ability to convert analysis of HSM customer data into Action Plans.  Develop, manage and monitor action plans to a timely and successful completion.

·  Clear and concise communications, both verbal and written, excellent follow-up and documentation skills.  

 

·  Problem solving skills relying on experience and judgment to analyze customer data, plan actions and accomplish goals in a timely fashion.

 

·  The ability to train customers on the complete use of all HSM services and products.

 

·  Exceptional organization and time management abilities.

 

·  Display proficiency in the use of the entire MS-Office Suite of Products and, at minimum, be able to perform the following:

 

·  Excel - The ability to sort and analyze data coupled with the ability to produce meaningful graphs and charts will be essential.

· PowerPoint – Converting action plans and data output into a logical presentation to enhance customer understanding.

·  Access – possess the ability to create and query information from a database along with the ability to develop custom reports.

·  Word – Clear and concise communications are essential. Display a mastery of the English vocabulary, composition and business  communication essentials.

·  Outlook – Organizer and electronic communication tool.

· HSM eServices – possess the ability to master the operation of the HSM proprietary software coupled with the desire to teach and train the customer on the use of these essential on-line services.

· SBN – ability to master the HSM IT platform from IBS.

· Cognos – ability to master the HSM reporting software and key reports. 

 Education and Experience

 

·  Strong Interpersonal, negotiation, communication, organizational and multi-tasking skills

·  1-2 years of either outside sales experience, program management or customer service.

·  Some College preferred.

·  Excellent computer skills in Microsoft Word and Excel.

·  Fire, Security and control equipment knowledge. Security experience strongly preferred.

·  NICET Level 1 or Project Manager Certification or equivalent experience.

 

Compensation

 

Base Salary plus performance incentive (KCL “Keeping Customers Longer” Incentive Plan)

Benefit programs includes a 401k plan, medical, dental and life insurance options.

 

Email Resume to: jobs@hsmsecurity.com