Agility Recovery is a rapidly growing business to business company focused on business continuity and disaster recovery. We are a company with an innovative culture and a fast-paced environment, backed by the solid foundation of a 30-year history serving thousands of customers across the United States and Canada. When a customer experiences a disruption to their business (whether it is a hurricane, malware attack, or burst pipe in the building), we offer flexible solutions that cover everything from business continuity planning and alerting/messaging software, to physical workspace and data recovery. Agility is the only integrated business continuity solution that helps companies plan, train, test, alert, and recover – all in one. We spend our days working to “do good” and our services bring hope to organizations during a crisis.
Job Description:
As a Customer Care Specialist (Test/Declare Manager) you will be responsible for overseeing the coordination of the client interface and service delivery scheduling for all recovery and test events. In this role you will leverage strong customer service and project management skills to ensure all customers receive premium service during events.
Key Responsibilities:
- First call responder and communicator for all activities related to recovering businesses during and after a crisis. Supporting Agility’s clients in the event they are having a disaster that is affecting their business.
- Coordinate all customer recovery or test events through extensive planning and documentation in conjunction with the other members of the Operations team. Responsible for managing expectations and client relationships throughout the event through constant communication.
- Responsible for the coordination of the client’s event by understanding, level-setting, leading, advising, and coaching as required through a recovery or test. Works with the client to identify their needs and the goals of the event.
- Carefully reviews and understands the client contracts. Recommends solutions and scopes based on client’s needs, specifications, and requirements and ensuring it aligns with the client’s existing contract.
- Schedule, host, and facilitate conference calls and presentations with clients. Must be a strong active listener, taking notes for post-call action items and follow-ups. Discuss required specifications, timetables, pricing, and manages the client’s testing experience from pre-event to post-event.
- Coordinates internal Agility resources (technical, logistics, network and mobile groups) to build an effective response to the clients disaster situation. Ensures effective communication and documentation both internal and external resulting in increased client satisfaction.
- Participate in a 24/7/365 rotating on-call schedule.
- Responsible for accurately quoting and invoicing events in a timely manner.
- Ensures effective communication and documentation between our clients and Agility resulting in increased customer satisfaction as well as customer retention. Properly escalates concerns to Leadership.
- Balances urgency and accuracy while managing several events simultaneously.
- Be results oriented on the goal of a successful recovery or test of the client.
Requirements:
- Strong client-facing and internal communication skills (verbal and written)
- Strong leadership and time management skills
- Strong risk management, problem-solving, and conflict resolution skills
- Strong customer focus and customer lens
- Must be willing to be on-call through a 7/24 rotating schedule
- Must have relevant experience in one of the following areas: account management, customer success, project management, or project coordination
Why Agility Recovery?
Due to our unique position in the market, we lead in business continuity innovation, helping businesses protect their people and assets from disruptions such as workplace violence, natural disasters, and cyber-security threats. Independent analysts project that the emergency messaging space alone is a $1.4 billion market with 70% of businesses not having a chosen provider. Agility Recovery is uniquely positioned to capitalize on the growth within business continuity.
We here at Agility have been growing for the past 30 years and now we are looking for people to help us take the company to the next level. With Agility, you have the opportunity to work for a fun, fast growing, and well-capitalized organization with a startup feel. We are a company of people who want to make a difference in the world. Each one of us contributes to making sure clients come first while maintaining a strong company culture.
Plus, we offer some great benefits:
- Internal growth opportunities and emphasis on personal development
- 3-weeks of vacation + 9 observed holidays + 3 floating holidays (to use however you want)
- Competitive medical, dental, and vision benefits and company-funded HSA
- 401(k) plan with company match
- $200 annual fitness reimbursement
- $230 monthly commuting stipend
