Customer Care Coordinator (PMC)

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 2600 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.

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 youll 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..

High School Diploma/GED

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