Supervisor IoT Sensor Support

　　Company

　　HSB

　　Location

　　King of Prussia, United States

　　Manages, supervises and mentors IoT Monitoring and Support Center team. Ensures responses to alert notifications, general customer assistance, troubleshooting, equipment order, fulfillment, installation and opt-outs are performed in accordance within established SLA’s and KPI’s. Works closely with the Enterprise Operations and SME-IoT leadership teams to develop best practice processes and procedures to ensure client’s and/or customer’s inquiries are resolved to their satisfaction resulting in a positive customer experience. Assists in the development and mentoring of employees by managing personnel and day-to-day activities for designated team. Manages and allocates resources, creates and/or improves workflows, and disseminates information to team members. Ensures compliance with HSB standards and practices and oversees quality control activities. Consistently applies performance management practices to all individuals, communicates issues, concerns, or procedures with managers and actively identifies and communicates training issues and opportunities.

　　Education and Experience:

　　College degree or equivalent work experience is required

　　3+ years’ customer service experience

　　1+ years prior supervisory experience or demonstrated leadership within a team environment

　　Experience working in a customer-driven service industry call center environment

　　Knowledge and Skills:

　　Leadership skills

　　Strong communications skills, both verbal and written

　　Strong customer service skills

　　Strong working knowledge of Meshify IoT platform and Microsoft Dynamics 365 CRM

　　Good organization and time management skills

　　Good problem-solving skills

　　Ability to multi-task in rapidly changing environment

　　At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

　　We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice