What are the responsibilities and job description for the Customer Care Manager position at Midwest Alarm Services?
Overview
Our experts primarily work with contractors, building owners, property managers and facilities directors to design and implement reliable life safety solutions.
Job Skills / Requirements
Key Responsibilities
Midwest Alarm Services was founded in 1950 in Des Moines, Iowa. Per Mar Security Services acquired Midwest Alarm Services in 1998. Today, Midwest Alarm Services has 14 locations throughout the Midwest and is one of the largest Notifier Distributors in North America. We are a leading life safety company dedicated to providing top-notch fire alarm and life safety solutions across multiple locations. With a strong commitment to protecting lives and property, we pride ourselves on delivering exceptional customer service and maintaining the highest standards in safety and compliance.
Our experts primarily work with contractors, building owners, property managers and facilities directors to design and implement reliable life safety solutions.
The Customer Care Manager will oversee the customer care and accounts receivable functions across multiple locations. Based in Urbandale, Iowa, the role requires a strategic thinker and hands-on leader to ensure exceptional customer satisfaction, efficient account management, and operational excellence. The ideal candidate will have strong leadership skills, a customer-focused mindset, and experience in managing remote teams.
Why Join Us?
Why Join Us?
- Competitive salary and benefits package.
- Opportunity to work in a critical and growing industry.
- Collaborative and supportive work environment.
- Professional development and growth opportunities.
Key Responsibilities
Customer Care Management
- Lead the customer care team in delivering outstanding service to clients across multiple locations.
- Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality service.
- Resolve escalated customer concerns promptly and effectively, ensuring a positive outcome for both the customer and the company.
- Develop and implement processes to improve customer experience, communication, and satisfaction.
- Collaborate with other departments, including sales, operations, and technical teams, to ensure seamless customer support.
Accounts Receivable Oversight
- Manage and oversee accounts receivable processes, ensuring timely and accurate billing and collections.
- Develop strategies to minimize outstanding receivables and improve cash flow.
- Ensure compliance with company policies and regulatory requirements related to billing and collections.
- Provide regular reporting on accounts receivable status, trends, and risks to senior management.
Leadership and Team Development
- Build, mentor, and manage a high-performing customer care team across various locations.
- Conduct regular training sessions to enhance team skills, product knowledge, and customer service techniques.
- Foster a collaborative and results-driven team culture.
- Conduct performance reviews and provide constructive feedback to team members.
Operational Excellence
- Analyze data and customer feedback to identify trends, issues, and opportunities for improvement.
- Implement technologies and tools to streamline customer care and accounts receivable processes.
- Ensure alignment with company objectives and industry best practices.
Qualifications
Education: Bachelor’s degree, or a related experience
Experience:
- Minimum of 5 years in customer care management
- Experience managing accounts receivable operations.
- Proven track record of managing teams across multiple locations.
Skills:
- Strong leadership and team-building capabilities.
- Excellent communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) and enterprise resource planning (ERP) systems.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Conflict resolution and problem-solving expertise.
#MIDW
Education Requirements (Any)
High School Diploma/GED
Bachelor's Degree preferred
Additional Information / Benefits
Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, Long Term Disability, 401K/403b Plan, Educational Assistance
Screening Requirements: Motor Vehicle, Drug Screen, Criminal Background Check
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