Customer Service Account Manager

**VALUE OF THIS ROLE**

As an **Account Manager**, you play a pivotal role in delivering exceptional customer service, supporting our vision of building long-lasting relationships that create ‘customers for life.’ You’ll actively contribute to process improvements, ensuring efficiency and enhanced customer experiences.

If you are looking for a **meaningful career that is actively involved in keeping our community safe, **this could be your dream role.

**CORE AREAS OF RESPONSIBILITIES**
- Account Management_
- Oversee a portfolio of Fire Service Accounts, ensuring excellent customer service and ongoing relationship management.
- Provide friendly, prompt responses to customer inquiries, creating a seamless and stress-free customer experience for all fire service needs.
- Be available on the phone queue to handle customer inquiries or direct them to the appropriate team member.
- Assist with billing, scheduling coordination, and ensuring customer accounts are well managed.
- Collaborate with the sales team to identify growth opportunities and relay valuable customer feedback.
- Recognize and leverage upsell and cross-sell opportunities to maximize customer engagement and drive revenue growth.
- Other Responsibilities_
- Champion our Company DNA, embodying our values and contributing as a key team player.
- Actively participate and present in monthly team meetings, weekly huddles, department discussions, and strategic planning sessions.
- Collaborate in process improvement initiatives and support the execution of action plans to drive operational efficiency.
- Engage in lunch & learn sessions and participate in customer site visits to deepen industry knowledge and improve service delivery.

**Please note**: this is not an exhaustive list and other responsibilities may be required.

**OUR IDEAL CANDIDATE**
- **Customer service experience** in a service-based industry is preferred, with bonus points for experience in the fire industry.
- **People-focused**, with a genuine passion for building lasting relationships and motivated by our vision of creating “customers for life.”
- **Effective communicator**, able to actively listen and articulate clearly, especially in high-pressure situations.
- **Action-oriented and proactive**, driven to take initiative and implement improvements where needed.
- **Solutions-focused**, with a strong sense of accountability for resolving issues and anticipating potential problems before they arise.
- **Tech-savvy**, with regular experience working with computers and strong proficiency in Microsoft Office.
- **Team player**, willing to step in and support the team whenever necessary as well as contributing to the strong camaraderie amongst the group.

**WHY DOES OUR TEAM LOVE WORKING FOR US?**
- Job stability Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future
- Extended health and dental benefits, including RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus.
- Charitable donation matching.
- Bonus Stat Holiday - Boxing Day.
- Learning and development opportunities to grow within the business (including paid training both internal and external).
- Paid association dues.
- Fun-loving team environment with various company events (team outings, virtual gaming, pub nights, spirit weeks, community involvement/volunteer activities, etc.).
- Ability to make an impact - we welcome your ideas and love when our team members get to see their initiatives come to fruition.
- You have a voice. We empower our people to bring forward suggestions to improves processes.
- Central location located right next to the river, with a lovely walking path available on lunch breaks. Minutes-drive away from Queensborough shopping center.
- We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities.

**Job Types**: Full-time, Permanent

Pay: From $23.00 per hour

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- How many years of customer service experience do you have?
- What is your working status in Canada (ie. work/study permit, PR, citizenship)?

Work Location: In person