Customer Operations Manager - Security - Wireless CCTV

Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks. (https://www.wcctv.com/).

The Company prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company's range of video surveillance solutions includes:

• Rapid deployment pole cameras
• Mobile surveillance trailers
• Time lapse video services

The Job Opportunity: Customer Service and Technical Support Manager

The Company is looking for an experienced Customer Service and Technical Support Manager who is looking for a challenging and diverse role in a small but fast-growing business environment. You will enjoy a “hands on” role which requires you to multi-task between a variety of duties throughout the day. You will lead a team responsible for providing best in class customer service, building strong customer relationships while maximizing the value of our products and services.

Full-time position with work hours of Monday through Friday, 8:30 am to 5:30 pm and located onsite at our U.S. headquarters in Richardson, TX.

Job Responsibilities:

• Responsible for managing the day-to-day operations of WCCTV’s customer service function ensuring high level of customer satisfaction and retention. Ensures that internal staff responds to all incoming calls and emails from customers and assistance is provided on their WCCTV surveillance equipment. Evaluates common areas/topics where customer questions arise and identifies additional support and/or refresher training as needed.
• Ensures that client onboarding processes are precisely executed to build a strong customer relationship foundation.
• Manages the relationship with WCCTV’s external alarm monitoring partners ensuring effective onboarding and customer support to new and existing customers.
• Collaborates with cross-functional teams including Sales and Operations to facilitate smooth transitions from sales to implementation and ensure a cohesive customer experience for customers.
• Analyzes customer data to identify trends and insights, driving improvements in customer success processes and strategies.
• Implements and refines customer success tools and technologies to enhance efficiency and effectiveness.
• Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas & challenges. Advocates for customer needs internally, influencing product development and service offerings.
• Monitors and reports on customer success metrics, adjusting strategies as needed to meet targets.

Education and Experience Requirements:

• Bachelor’s degree in Business or related discipline or equivalent required. Minimum of 6 to 8 years of previous customer service and/or technical support experience in the access control, alarm and/or security industry required. Must also have minimum of 3 to 5 years of experience leading and managing teams.
• Proven track record of successfully developing, implementing and executing customer success strategies. Prior experience identifying and implementing key performance metrics for department.
• A passion for helping customers succeed and a commitment to delivering exceptional service.
• Strong leadership and team management skills, with experience leading high-performing teams.
• Ability to multi-task, demonstrated initiative and focus on delivering high quality results leading to improved customer satisfaction.
• Strong problem-solving skills, analytical, and a proactive approach to addressing customer needs.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers, and internal teams.
• Strong time management, organization and problem-solving skills required. Ability to work under pressure and with shifting priorities is a must.
• Effective computer skills to include Microsoft Office, service ticketing systems, ERP and related computer software required.

Compensation and Benefits:

• Competitive salary up to $90,000 per year depending upon experience.
• 10 days paid vacation (increases with length of service) + seven (7) paid Company holidays
• Company provided medical, dental, vision and life insurance plans
• 401k Plan with Company match of up to 4% and immediate vesting

WCCTV is committed to the success of its employees and demonstrates this through our development of people. The successful candidate can expect to receive comprehensive training, coaching and support as well as opportunities for advancement.

WCCTV is an Equal Opportunity Employer

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Richardson, TX 75081: Relocate before starting work (Required)

Work Location: In person