• 26-Jan-2021 to Until Filled (EST)
  • Service
  • Nicholasville, KY, USA
  • Full Time

1. Competitive wages and profit sharing; 2. Group health insurance paid 100% by LockNet; 3. HSA with employer contribution; 4. Group dental and vision coverage options; 5. 401(k) with employer match; and, 6. Generous amounts of paid time off and paid holidays.

LockNet is seeking a Customer Service Manager to supervise and participate with the Service and Account Administrative teams to ensure that all service customer needs are met. This position is responsible for daily oversight and direction of the teams, ensuring training and performance of team members meets expectations.

About LockNet

At LockNet, we're all about doors and locks.

We keep people safe and secure by simplifying and providing door and locking hardware solutions. LockNet provides customized programs to fit client's needs, with a single point of contact for New Construction, Facilities Maintenance, Loss Prevention and Electromechanical Solutions.

Essential Functions of the Job

  • Overseeing and managing the daily operations of the Service Department team
  • Interviewing, hiring, and training employees; planning, assigning, and directing work.
  • Directing, training, and performance evaluations of staff to develop and improve the customer service function
  • Appraising performance, rewarding, and disciplining employees.
  • Monitoring and management of various departmental reports
  • Addressing complaints and resolving issues.
  • Communicating via email and phone, both internally and externally, on any escalated service, customer, or technician issue.
  • Responsible for managing the review of invoices for accuracy and determining if they are included in a flat rate fee arrangement or if they should be invoiced to the customer.
  • Reviewing budgetary line items for warranty and error write-offs and classifying or reclassifying the expense to the proper account.
  • Reviewing service calls for efficiency and quality of service.
  • Developing, reviewing, and revising procedures to optimize efficiency
  • Working continuously on improvement projects.
  • Performing other job-related duties as assigned.

Standards of Performance

  • Demonstrate thorough product and LockNet-specific business knowledge to effectively respond to customer and department issues.
  • Effectively present information and respond to questions from groups of managers, employees, technicians, and customers.
  • Effectively and efficiently use judgment to solve practical problems and deal with a variety of variables in situations where limited standardization exists.
  • Demonstrate interpersonal skills and proficiency in business vocabulary to effectively represent the company to clients and employees.
  • Accurate and timely completion of tasks.
  • Regularly hitting key metrics and keeping reports current
  • Demonstrate discretion and trust with confidential material.

Minimum Qualifications

  • Bachelor's Degree in business-related field, or 2-4 years of managerial experience
  • Education requirements may be substituted for candidates with 10+ years of managerial experience.
  • Working knowledge of Microsoft Excel, Word, and Outlook required.
  • Excellent interpersonal, oral, and written communication skills.
  • Ability to lead people and get results through others.
  • Demonstrate excellent leadership skills and capabilities.

What sets LockNet apart as an employer?

  • Autonomy and ability to impact
  • Industry leader and trendsetter
  • High growth with vision
  • Personal growth opportunities
  • Nimble and fast-paced
  • Adaptive to change
  • Technology-driven
  • Great benefits (100% health and vision insurance for employee, dental and life insurance, etc.)
  • Laidback and accessible owners
  • Open to new ideas and everyone has a voice
  • Open and transparent culture (fun, dogs on-premises)
  • Family values
  • Great people with close relationships
  • Low turnover rate
  • New office space
  • Family-oriented business
  • Low cost of living

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