Customer Service Account Manager at Radius Security

The Account Manager plays a key role in maintaining and strengthening our customer accounts

Richmond, BC Full-time Permanent

Position Details

The Account Manager will join our Radius Security Division, playing a key role in maintaining and strengthening our customer accounts. This position is essential in creating a WOW experience for our customers. We are looking for someone who is passionate about building lifelong customer relationships.

This role is busy, but versatile, you get to switch between a variety of tasks and will go home each weekend feeling you truly accomplished something. Without this role, our teams could not effectively carry out the installation of life-saving equipment or effectively take care of our valued customers.

Compensation: The starting wage is $26.00/hour, dependent on experience.

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Incentives

• STABILITY & GROWTH: As an essential service, we remained fully operational throughout the pandemic—supporting our communities when they needed us most. With steady year-over-year growth and exciting expansion plans on the horizon, now is a great time to join us.
• COMPREHENSIVE BENEFITS PACKAGE: Enjoy extended health and dental coverage, RRSP matching, a monthly profit-sharing bonus, and access to our Employee & Family Assistance Program.
• CAREER DEVELOPMENT: We’re passionate about your growth. Take advantage of paid internal and external training, plus continuous learning opportunities to grow your career within the organization.
• VIBRANT TEAM CULTURE: We know how to have fun— It’s part of our DNA! From team outings and pub nights to virtual game sessions, spirit weeks, and community volunteer events. You’ll feel connected, supported, and celebrated.
• MAKE A REAL IMPACT: Your voice matters here. We love seeing team members bring forward ideas and watch them come to life. You’ll be empowered to make meaningful contributions every day.
• BE PROUD OF WHERE YOU WORK: We have a strong reputation and are proud to be a trusted name in the communities we serve. When you join our team, you’re part of something bigger.

‍ Job Description

Account Management

• Serve as the primary contact for assigned security accounts, fostering strong, long-term relationships by conducting regular check-ins to assess satisfaction and address concerns.
• Collaborate with the monitoring station to review and address any missed incidents for assigned accounts, prepare detailed follow-up reports, conduct site visits to communicate updates to customers, and develop appropriate action plans.
• Proactively handle client inquiries and resolve issues promptly to ensure high levels of satisfaction.
• Act as a customer advocate by collaborating with internal teams and senior leadership to ensure client needs and challenges are understood and addressed.
• Provide friendly, prompt responses to customer inquiries, creating a seamless and stress-free customer experience for all security service needs.
• Be available on the phone queue to handle customer inquiries or direct them to the appropriate team member.
• 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.
• Conduct customer site visits after new installations to review system operations.

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.

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

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Requirements

• CUSTOMER SERVICE EXPERIENCE in a service-based industry is preferred, with bonus points for experience in the security 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 and escalated 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.
• BC DRIVER’S LICENSE & RELIABLE VEHICLE, with the ability and confidence to travel to customer sites as needed.