Account Manager

  • Employer: Vancouver Fire & Radius Security
  • Location: Richmond, BC
  • Job Type: Full
  • Job Status: Permanent Time
  • Category: Fire Service
  • Sub Category: N/A
  • Job ID: 133
  • Posting Date: Apr 7, 2022
  • Posting Expiry: N/A
  • Contact Name: Angie Santamaria
  • Contact Email: asantamaria@vanfire.com
  • Contact Phone: 6042071854
  • Contact Fax: N/A

Job Details

Introduction

THE OPPORTUNITY

Vancouver Fire & Radius Security is seeking an Account Manager to add to our Customer Service Department. Reporting to the Customer Service Department Manager, the Account Manager will have a lively and dynamic role supporting a portfolio of customers. Our ideal candidate is a natural people-pleaser, passionate about delivering excellent service, and a fanatic about organizing and getting things done without compromising quality! This role is busy, but versatile, you get to switch between different tasks daily.

WHO ARE WE?

We are B.C.’s largest and oldest fire protection, fire safety and commercial security company. Whether you need a fire extinguisher inspection for your office or a fire safety plan for your manufacturing plants, you can trust us for all your fire protection needs. Since 1948, we’ve been protecting people and property from Whistler to Tsawwassen, from Vancouver to Hope. Our goal is to be B.C.’s most trusted fire safety and security provider, protecting what matters most to our customers and delivering unmatched service with passion each and every day.

WHY JOIN VANCOUVER FIRE & RADIUS SECURITY

  • Full on-the-job training provided
  • A comprehensive benefits package, including extended medical (with vision care), dental, life insurance, AD&D, travel insurance, EAP (counselling) coverage after 3 months
  • Group RRSP, with an employer matching program
  • Monthly opportunity for company-wide bonus
  • Friendly and upbeat work environment
  • Community involvement, fundraising, and volunteer opportunities

Job Description

KEY RESPONSIBILITIES

  • Responsible for retention, customer satisfaction and growth within assigned portfolios.
  • Serve as the primary point of contact and develop a positive ongoing relationship with customers plus an intimate knowledge of each account (ex. key decision-makers, equipment, service contract, history, etc.)
  • Provide renewal pricing three months prior to the due date, leveraging the contract-review process.
  • Act as the customer’s advocate when resolving issues.
  • Develop long-term strategies and CAP-EX projects while proactively working with sales & installs team to meet customer objectives.
  • Report metrics to operations and leadership teams on a monthly or as needed basis related to potential liability, revenue, product & service growth.
  • Utilize Hubspot as a tool for customer management to increase effectiveness and efficiency tracking.
  • Maintain consistent virtual or in-person (as required) contact with the customers who most directly influencs the decision-making process.
  • Actively listen, probe and identify concerns. Address concerns and performance lapses. Understand the customer's business and speaks their language. Develop credibility, loyalty, trust and commitment.
  • Keep management informed of progress and account status. Consult with management for assistance to retain and grow business, as required.
  • Demonstrate technical knowledge by citing site-specific code requirements to ensure customer compliance and understanding.
  • Build strong inter-departmental collaboration, critical to a positive Net Promoter Score (NPS).
  • Maintain data integrity of FNS, repair letters, customer quotes / approvals, backflow reports and technician timecards.
  • Participate in technician/customer field rides to elevate business acumen and code-compliance.
  • Handle incoming customer inquiries through phone calls (queue, direct line, etc.) as well as through emails (Outlook, Hubspot, and Zendesk).
  • Create general service tickets for customer service inquiries.
  • Other responsibilities as assigned.

Requirements

WHAT WE'RE LOOKING FOR?

  • Strong communication and interpersonal skills, both written and verbal. Capable of providing customers with explanations to their concerns or needs that can be well understood and appreciated
  • Ability to adapt within a rapidly-changing business environment.
  • Strong interpersonal skills with an innate ability to work within a rapid-pace environment.
  • Extensive knowledge of Microsoft Suite programs (Word, Excel, Outlook, etc.)
  • Strong attention to detail, process flow and analytical skills.
  • Ability to manage and prioritize time to deliver on time-sensitive responsibilities.
  • Possesses extensive knowledge of work order systems and processes.

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