Customer Support Lead

Kastle Systems•Falls Church, VA

About The Position

Join the leader in providing smarter solutions for a safer world. The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants. This critical position is responsible for leading a team of Client Services Representatives (CSRs). The Team Lead ensures thorough and professional service delivery via account teams that consistently exceed the customers' expectations. The Team Lead is the customer's advocate within Kastle and is responsible for ensuring that all aspects of our service model are completed accurately and in a timely manner for assigned customers. Requires broad engagement with all functions within the organization, ability to influence, and prioritize work. Responsibilities include the development, coaching, mentoring and management of CSRs and their work.

Requirements

Bachelor's degree or equivalent combination of education and experience
At least two years’ experience in a position focusing on building and maintaining productive client partnerships
Strong attention to detail and accuracy
Excellent communication skills, both written and verbal
Excellent organizational skills
Desire to provide excellent customer service and demonstrate initiative
Proficiency in Microsoft Office

Responsibilities

Work closely with Kastle customers to ensure successful system operation
Work closely with customers and Client Service Representatives to ensure customer satisfaction and fast problem resolution
Coordinate involvement of any/all Kastle employees and resources to meet customer expectations and objectives
Leads timely resolution efforts that best address customers’ needs
Answer direct and escalated client phone calls in a timely manner
Interview, coach and develop Client Service Representatives
Prioritize and delegate work
Engage directly with clients via email and phone
Train customers on effective use of Kastle systems
Monitor and report and escalate customer activity per expectations