Customer Care And Retention Manager

Guardian Security is currently looking for a Customer Care & Retention Manager to join our team! Guardian Security was founded in 1976, and we have been serving the people of the Pacific Northwest with their security and fire protection needs since then - for over 40 years! We are locally owned and operated, with four offices located in Yakima, Tacoma, Bellingham, and in the SODO district of Seattle.

This position is fully in office at our Tacoma location. (2071 Mildred St West Fircrest WA 98466)

Schedule: 7:30 am - 4:30 pm, M-F.

Pay: $65,000 - $85,000 annually

Position Summary:
The Customer Care & Retention Manager will be directly responsible for customer retention and customer support for the company. The Manager will provide leadership, coaching, and resources for the Customer Care and Retention team. The role will be responsible for day-to-day supervision and productivity of personnel, efficient handling of inbound customer calls, web chats, and emails. Responsible for communicating, updating, and delegating processes and procedures, providing training to create predictable success. This role manages disputes with efficient and appropriate solutions. The Manager oversees the retention team, which is responsible for resolution of outstanding customer issues and the improvement of customer experience and service levels. Additionally, the Manager is responsible for Key Performance Indicators or KPI analysis and reporting for Customer Care and Retention. We are looking for someone who can adapt quickly to new situations with a level head, is a quick learner with strong communication skills—both written and verbal—and a sound work ethic. The Manager will need to approach their job with a positive attitude and have a thorough understanding of the company’s policies and overall mission.

Essential Duties and Responsibilities:

• Hire, onboard, supervise, train, coach, and mentor direct reports.
• Maintain growth plan and check-ins for direct reports.
• Develop monthly, quarterly, and annual retention, inbound call center goals, and action plans (“Roadmaps”).
• Analyze customer call data, track call statistics, and utilize data to implement efficient staffing schedules, and increase and maintain customer service levels.
• Prepare reporting packages tracking call service levels, staff productivity, and Retention data.
• Assist in taking inbound customer calls when the team is under-staffed as well as when customer calls are escalated due to complexity or team needs.
• Lead and create customer attrition reduction efforts and construct strategies to mitigate attrition.
• De-escalate and resolve sensitive and escalated customer issues.
• Provide accurate and timely follow-through on all customer inquiries or correspondence requiring research.
• Provide support for immediate resolutions regarding billing, account review, account updates, adjustments, signs/sticker requests, leads, alarm testing, and alarm history review to commercial and residential customers.
• Maintain a professional, calm, and pleasant demeanor when communicating with customers.
• Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.
• Manage cancellation process and communication with customers and internal staff that could include negotiations, settlements, and other solutions.
• Utilize Outlook, Adobe, Excel, and Word on a regular basis.
• Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Key Competencies:

• Excellent communication and interpersonal skills.
• Ability to effectively interact with customers, potential customers, and branch personnel.
• Ability to adapt to changes in work environment, delays, or unexpected events; change approach or method to best fit the situation.
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
• Excellent time management, planning and forward-thinking skills.
• Self-motivated and a professional attitude.
• Excellent customer service and interpersonal skills, including the ability to defuse an upset, angry customer in a calm manner.
• Must possess good decision-making skills, be organized, and detail oriented with a thorough nature and willingness to relentlessly follow-up.

Supervisory Responsibilities:
This position directly supervises a team of employees (5-8)

Education and/or Experience:

• High School diploma, GED or equivalent.
• Prior experience directly interacting and interfacing with customers preferred.
• Microsoft Office Knowledge – intermediate preferred.
• Typing and 10-key by touch – 30+wpm and accuracy.
• Grammar and email etiquette preferred.
• Previous experience with multi-line phones preferred.
• Basic math skills to add, subtract, multiply, divide.
• KPI reporting and comprehension preferred.

Certificates, Licenses, or Registrations:

• None required

Benefits:

• 401(k)
• AD&D insurance
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Growth advancements and professional development opportunities

At Guardian Security Systems, we aim to do what’s right and embrace an unwavering commitment to Diversity, Equity, and Inclusion through our core principle of Extreme People Focus. We recognize that our greatest asset is our people, each bringing a unique blend of experiences, perspectives, and talents that fuel our innovation and technical excellence. We are dedicated to cultivating an environment filled with kindness where every individual is not only valued but also empowered to thrive.

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person