Customer Care Coordinator

Per Mar Security Services; Davenport (IA); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Vacation

Paid Holidays

401K/403b Plan

Educational Assistance

Job summary

Per Mar Security Services invites applications for a Customer Care supervision role focused on guiding the department, elevating customer satisfaction, and developing staff. The position emphasizes scheduling, performance evaluation, training, and cross-department coordination to ensure efficient service delivery.

Ideal candidates will have strong customer service experience, basic call center skills, and the ability to obtain the required state license.

Qualifications

• Must possess strong customer service focus.
• Experience in phone, customer service and/or call center preferred.
• Must be able to obtain a security license as required by state.
• Typist speed of at least 35 wpm.

Responsibilities

• Provide guidance and oversight to the Customer Care department.
• Support creation, maintenance and elevation of customer satisfaction and employee development.
• Create and maintain personnel scheduling and coverage planning.
• Help evaluate employee performance at scheduled intervals.
• Develop, monitor and provide continual employee training.
• Investigate and document customer and interdepartmental concerns.
• Monitor department productivity and morale; cover shifts as needed.
• Report repairs or issues to Technical Department and track timeframes.

Skills

Strong customer service

Phone/call center experience

Detail oriented

Typing 35 wpm

Multi-tasking

Effective communication

Education

High School Diploma/GED

Tools

Microsoft Office Suite (Word, Excel)

Job description

Overview

Work with the best! Per Mar Security, an industry leader in providing integrated security solutions, is seeking hardworking, motivated people.

Established in 1953, Per Mar Security Services is the largest, family-owned, full-service security company in the Midwest with more than 2,600 team members, operating in 25 branch locations. The company provides full-service security solutions for homes and businesses, including security officer services, smart home automation, burglar and fire alarms, access control, security cameras, alarm monitoring, investigative services, and background checks.

Job Skills / Requirements

The primary purpose of this position is to provide vital guidance and oversight to the Customer Care department, including supporting the creation, maintenance, and elevation of customer satisfaction and employee development.

In This Role, You Will

• Create and maintain personnel scheduling including working with Supervisor to cover schedule openings, coordinate time off, and coordinate holiday scheduling, as to provide adequate coverage utilizing the most cost-effective method.
• Help evaluate employee performance at scheduled intervals.
• Help develop, monitor and provide continual employee training.
• Investigate and document concerns from customers and/or other Per Mar departments.
• Help in the phone que, collections, and/or account changes when busy, short staffed, or during breaks to maintain the proper coverage.
• Retrieve and monitor necessary customer care handling information: phone recordings, AR Reports, maintain the functional aspect of Fresh Desk, etc.
• Help with monthly stats, scorecard, Sales, PTO.
• Inform Technical Department of needed repairs. Track repair time frame.
• Investigate and resolve employee problems and complaints.
• Identify any operation/procedure problems and advise your Supervisor. Suggest alternative plans for possible solution.
• Monitor department productivity.
• Assure morale on the shift is positive and take measures to keep it a positive work environment.
• Cover team members, coordinators, and supervisors as needed.
• Complete all other duties assigned by the Customer Care Supervisor and/or management staff.

What You’ll Need

• To be trained through all tiers of the Customer Care competency plan.
• Must be able to obtain a specified license to perform work in the security industry according to the rules and regulations prescribed by the State in which the department operates.
• A high school diploma or GED
• Must be able to type at least 35 wpm.
• One to three years basic phone, customer service and/or call center experience preferred.
• Strong customer service focus/skills are a must.
• Must be detail-oriented and able to handle multiple tasks.
• Strong computer skills with demonstrated experience in Microsoft Office Suite including Word and Excel. Internet skills required.
• Must be able to effectively present information in personal and small group situations; i.e.: customers, clients, and other employees in the organization..

Education Requirements (All)

High School Diploma/GED

Additional Information / Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Holidays
• 401K/403b Plan
• Educational Assistance