National Customer Experience Advocate
Interface

Job Info

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Join Our Growing Team!

Interface is seeking an experienced professional to join our team as a National Customer Service Advocate who will work with Interface Customers and internal employees. This role truly makes a difference at the front line of our operation, often serving as the central point of contact, ensuring that we exceed our customer's expectations and maximize customer retention. We are looking for a high-energy and customer-focused candidate to add to our successful team!

Interface offers a dynamic, performance-oriented work culture with a strong emphasis on collaboration. Our team is driven by a shared passion for sustained excellence and where every member plays a critical role in achieving success.

Interface offers a competitive compensation package with excellent benefits that include medical, dental, vision, 401(k), paid time off, and much more.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The most important facet of the National Customer Experience Advocate role is customer retention! We want our customers to trust in us and rest assured they are spending their security dollars in the very best way!

The National Account Customer Experience Advocate is responsible for working with branch associates, field customer service representatives, and all operation teams to help ensure that our customer's security needs are satisfied.

Some responsibilities include:

• Serve as the central, client-facing, day to day customer experience and escalation contact
• Support accounts, ensuring contractual and SLA commitments are met while anticipating their needs and growing the relationship
• Proactively monitor and maintain customer status and satisfaction scoring
• Ensure awareness and resolution of critical customer concerns and ISS risk
• Partner with Operational Teams:
  • Project Management on client rollouts, developing relationships, handling project outliers, assisting in handoff to support, delivering training, and establishing client reporting
  • Technical Support teams on service status, critical events, resolution, and timely, professional communication
  • Engineering and Revenue team on sales and existing customer refresh and growth opportunities
  • Governance team to analyze, construct and deliver customer reporting
  • Cost analysis and accounting, including customer disputes and invoicing
• Build and complete sales proposals for system adds and changes, not assigned to Revenue Team
• Provide day to day assistance with system usage, client portals, training, account management, and reporting
• Communicate directly with senior-level internal and external stakeholders
• All other tasks required by management

Job Requirements

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS

• Bachelor's Degree preferred
• Industry experience preferred in Business Security, Managed Network Services, or Business Voice Solutions
• Demonstrated experience and success interacting with C-Level, Sales and Operations Leaders and IT departments
• Efficient in Microsoft Office software tools, especially Excel and Smartsheet

SKILLS and ABILITIES

• Exceptional verbal, written, and formal presentation communications skills
• Must be able to work a variety of high-priority tasks to completion with minimal supervision
• Must be able to build rapport with customers, anticipating their needs
• Must be able to problem solve across all departments to meet customer needs and requests
• Proactive communicator with ability to gain buy in from others to accomplish company set goals
• Ability to efficiently and professionally resolve customer escalations
• Flexibility to operate well in a rapidly changing and often high-stress environment

About Interface
Founded in 1995, Interface helps consumer-facing, multi-location enterprises accelerate digital transformation by delivering next-generation business security, networking, and business intelligence services. By employing the brightest minds in the industry, Interface delivers innovative solutions built using cutting-edge technologies with a focus on superior customer experience. Many of the nation's leading consumer brands across retail, restaurants, financial services, and hospitality industries rely on Interface to thrive and grow.

Interface Security Systems is committed to building a better future by delivering relentless support to our customers, caring for our employees, and giving back to our communities. If you are on a quest to find a meaningful career, Interface is the place where you can make an impact and see how teamwork and our culture of excellence can create great outcomes. Apply today, see what's possible.

Equal Employment Opportunity Policy
Interface Security Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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