Customer Experience Manager jobs

Overview:

The Client Services Manager (CSM) acts as an Ambassador for Regal Security Inc. (hereafter “Regal”) by ensuring our Regal security programs deliver excellent service and client satisfaction. The successful candidate will be the strategic lead on a portfolio of Regal service accounts in the Greater Toronto Area and will be responsible to ensure the successful delivery of the security program and be the main point of contact for all client needs and concerns.

Core Duties and Responsibilities:

• Coordinate with all Regal Service teams to ensure proper execution of security contract programs;
• Establish and maintain a positive relationship with all clients in assigned portfolio and establish protocols to meet client SLA and KPI requirements;
• Review existing security protocols and infrastructure and make recommendations for improvements for client;
• Assess and minimize any areas where loss or liability may be put towards the client or Regal;
• Resolve any client and or employee concerns in an effective and efficient manner; Ensure response to all client requests and complaints in a timely manner;
• Organize and attend site staff meetings as may be required from time-to-time;
• Review and ensure Site Protocols binder(s) are up-to-date with clear and concise understanding of commercial building operations and commercial Emergency Preparedness (Fire, Fire Safety Plan(s), Water Penetration, Evacuation, Bomb Threats, etc.);
• Document interactions with client accounts and employees with
• Actively participate in Employee Performance Management inclusive of performance review(s), progressive discipline and employee coaching;
• Assist in developing and implementing processes and/or procedures to improve operational efficiency/effectiveness at assigned sites;
• After hours support to site staff, mobile or scheduling as may be required;
• Ensure any opportunities for growth of business is brought to the Business Development team;
• Participate in various interdepartmental meetings to help resolve issues and ensure service meets operational excellence levels.
• Other duties as assigned

Qualifications:

• A proven background of 3 years experience in managing a portfolio of accounts in the commercial high rise and retail security setting;
• Demonstrated verbal and written communication skills;
• Must hold a full clean driver’s license and use own vehicle to perform work at head office, client sites, and other business travels

The Ideal Candidate will possess:

• A university degree in business or equivalent qualification is recommended;
• Valid Security License, Valid First Aid / CPR Certification, & WHMIS Certification;
• Strong organizational skills in order to manage multiple tasks concurrently;
• Strong investigation, research and strategic analytical skills;
• Strong administration, project management, and multi-tasking skills;
• Adapts well to challenges and works well under pressure;
• Computer literacy and proficiency required, with good working skills in Apple products, Microsoft Office and Google

Compensation:

• Competitive salary package to be discussed with successful candidate;
• Vehicle Allowance;
• Comprehensive medical benefits plan;
• Company issued laptop and cellular phone

Type: Hourly

Parking: Parking Available