Company Overview:
At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

Position Summary: 

Develop and secure long term relationships with National, 1-Touch and 1-Touch + Account holders. Ensure that new customers are properly on boarded. Ensure that routine account audits and updates are performed; develop presentations for potential customers outlining the operation of applicable equipment and services.

Essential Duties And Responsibilities:

The National Account Customer Support Manager may be expected to perform some or all of the duties listed as well as other duties as assigned. Establish good working relationships with National, 1-Touch and 1-Touch + Account Point of Contacts. Ensure that proactive client care calls to National, 1-Touch and 1-Touch + Account holders are being performed daily. Promote the full product line and services offered by Everon. Provide both oral and written presentations to potential customers explaining the operation of their equipment and applicable services. Focus on daily workflow for Customer Support team to include call volume, account loads, etc. Standardize processes and procedures related to proactively managing National Accounts. Weekly one on one meeting with Supervisory staff. Review and approve corrective action plans before sending to HR. Assignment of projects. Ensure that customer account is properly set up in MasterMind to facilitate accurate handling of the account to include billing, proactive support, etc. Handle any customer calls or communication that requires escalation beyond supervisor level and ensure that management is aware of any potential issues. Accountable for compiling data and preparing daily, weekly and monthly reports to keep senior management apprised of the status of National Account Customer Support activity. Ensure that pending service calls are being evaluated daily and being moved to a “Final QC” status for billing. Obtain accurate central station information required for the monitoring and service of the account. Perform routine account audits and updates. Make credit adjustments to accounts when necessary. Work with the branches and Monitoring department to research and resolve customer issues. Perform all other duties and projects as assigned. Position may require mandatory overtime.

Supervisory Responsibilities:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications - External

Knowledge:

Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm and Fire Suppression Systems. 

Skills:

Computer skills with expertise in word processing, preferable Microsoft Office and database applications, and advanced presentation skills with proficiency in Power Point. Must have good customer service skills and be able to apply tact, diplomacy, reason and logic. Must have strong communication skills, including written, to assist internal and external customers. Requires skills in business math, interpersonal relations, judgment, and listening. 

Abilities:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedures manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to handle or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Must be able to carry a laptop computer and other necessary demonstration equipment when visiting customers. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Work Environment:

The noise level in the work environment is usually moderate. Must be able to travel as needed to visit customers, Everon branches and authorized subcontractors. 

Minimum Qualifications:

High school diploma or General Education Degree (GED) and five to seven years’ experience working on security related projects to include three years of experience related to CCTV, Intercom, IDS and access control system security.  At least two years’ experience in a management or supervisory role. Bachelor’s degree preferred. Two years Mastermind experience preferred.