Customer Service Manager jobs in New Westminster, BC

ABOUT US

We are an award-winning organization, with 75 years under our belt, dedicated to keeping communities safe in the areas of fire prevention, security, and life safety. We currently have over 230 talented individuals across 4 business units – Richmond (our Headquarters), Calgary, Toronto and Texas. We have 2 divisions, Radius Fire and Radius Security.

VALUE OF THIS ROLE

We're hiring two Account Managers - one to support our Fire Protection Division (Radius Fire) and the other to support our Security Services Division (Radius Security)!

The Customer Account Manager is responsible for managing and developing a portfolio of fire service or security accounts. This role requires strong relationship-building skills, proactive account planning, and the ability to serve as a customer advocate. The ideal candidate will deliver exceptional service through prompt communication, inside sales activities, and in-person client engagement, representing company values and contributing to operational excellence.

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

CORE RESPONSIBILITIES

• Manage a portfolio of fire service or security accounts, driving client satisfaction and retention through strong, professional relationships.
• Function as the primary contact for all client communications—phone, email, and onsite—ensuring prompt and effective responses.
• Execute inbound/outbound engagement to identify customer needs, recommend fire safety solutions/security solutions, and develop sales opportunities
• Conduct site visits and client meetings to review account performance, resolve issues, and identify new service or sales opportunities.
• Lead initiative-taking account planning by assessing client needs and implementing strategies that deliver ongoing value.
• Resolve client issues quickly by coordinating with cross-functional teams and ensuring prompt follow-up.
• Follow up on leads and support individual and team sales goals.
• Maintain accurate, up-to-date CRM records of all client interactions, account activities, and sales progress.
• Collaborate with colleagues to enhance service quality, share market insights, and achieve team goals.
• Represent company values through collaboration, participation in planning sessions, and ongoing professional development.

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

OUR IDEAL CANDIDATE

• 1–3 years of experience in account management, inside sales, and/or customer service; experience in a service-based environment or the fire protection/security industry is considered an asset.
• Strong interpersonal, verbal, and written communication skills, with the ability to build trust, listen effectively, and present solutions clearly — even under pressure.
• Relationship-first mindset, focused on building long-term partnerships and “customers for life.”
• Proactive, solutions-oriented, and action-driven, with the ability to anticipate customer needs, follow up on opportunities, and contribute to account growth.
• Strong organizational skills, diligence, and attention to detail, with experience using CRM tools and Microsoft Office to manage pipelines, activities, and documentation.
• Able to work both independently and collaboratively, partnering with Sales, Operations, and Scheduling to support inside sales and a positive team culture.
• Valid driver’s licence and ability to conduct site visits as required.
• Demonstrates and champions our Company DNA, embodying our values and contributing as a key collaborator.

WHY DOES OUR TEAM LOVE WORKING FOR US?

• Stability & Growth: Join an industry that never stops. Fire and security services are essential to protecting people, property, and businesses, creating consistent demand and long-term career stability. With strong year-over-year growth and exciting expansion plans ahead, now is a great team 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 Types: Full-time, Permanent

Pay: From $25.00 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
• Tuition reimbursement
• Vision care

Application question(s):

• What is your working status in Canada (work/study permit, PR, citizen)? If on a work permit, please explain where you are in the process of getting your PR.

Licence/Certification:

• Driving Licence (required)

Work Location: In person