Job Openings – Customer Care Manager

Job Title:              Customer Care Manager

FLSA Status:       Exempt

Reports To:          Vice President of Sales

Revised:                March 2023

Summary: Reliable Fire & Security seeks a passionate, experienced customer care Leader to manage and supervise Customer Care team within company that provides inside sales support for Sales, Marketing and Business Development team. The Customer Care Manager and Team directly services house accounts, generate leads, assists the Business Development Team as required.  In addition, the Customer Care Manager assists VP of Sales and Marketing in meeting company objectives responding to all customer’s needs, working with other company divisions to implement and execute company strategies, while ensuring exceptional customer service to all customers and potential customers.

Please see below for more information

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following and are not all-inclusive. Other duties may be assigned as required by management. 

  • Recruit, Manage and Develop Customer Care team that provides customer support to company’s current and prospective customers.
  • Develop and Implement Customer Care strategies and processes to ensure premier customer experience.
  • Assist Vice President of Sales and Marketing to ensure all customer needs are met.
  • Field incoming sales and service calls from new, prospective customers, existing customers, and house accounts
  • Create and assign opportunities to Sales staff in Q360 and manage and assign opportunities created by scheduling team
  • Manage Customer Care mailbox and take care of web requests and any other items sent to that mailbox.
  • Create all deficiency opportunities after service work is performed and assign to Sales staff in Q360 and manage Deficiency mailbox.
  • Determine if prospective customers meet the criteria to be assigned to a salesperson.
  • Evaluate and recommend solutions to customer’s requirements, provide pricing, and provide a formal proposal for the recommended services if not assigned to salesperson.
  • Customer maintenance – entering of new customers, customer cancellations, changes to customer accounts, billing information and any other changes that are needed.
  • Follow up on all open proposals and pending orders for Inside Sales and sales personnel.
  • Prepare annual renewal proposal for portable service for all customers requiring budget numbers before service can be performed. Print survey, review servicing and testing to be done, calculate pricing and send proposal to customer.
  • Create renewal proposals for all House system inspections after review of hours & profitability.
  • Review pricing and part numbers for quotes from portable & restaurant technicians, prepare formal quote, follow up on open quotes.
  • Maintain technician lead program, track leads, follow up with salespeople, update reports and process paperwork to payroll for payment.
  • Make survey calls after service has been performed.
  • Follow up on lost business, no response, or no contact on current customers.
  • Manage customer cancellations using “Customer Cancellation” process.
  • Support for Sales Team, project managers, schedulers, accounting, shop, technicians & other staff as needed.
  • Assist management team as required.
  • Assist Marketing person as needed.
  • Perform job specific initiatives as assigned by VP of Sales and Marketing.
  • Review and authorize salesman proposals in Q360 before they are sent to customer.
  • Approval of salesman proposals in Q360 before sent to booking.
  • Assisting customers with questions on billing and other questions regarding their accounts
  • Maintain an open communication between Sales staff, customers, scheduling, and management.
  • Find and develop vendors for National account work that we secure.
  • Handle all Monitoring of fire and security accounts.  Assign and enter all account numbers and customer information into Central Station web portal.  Pull reports as needed.  Enter all monitoring contracts Fire, Security and Managed Services into Q360
  • Develop Annual Account plan that provides schedule for inspections and other account activity for coming year. Ensure schedule is executed.


  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  
  • The successful candidate must also possess an innate high level customer service attitude and initiative.
  • Has the ability to work with co-workers as part of a team mindset.  
  • Possesses exceptional leadership, organizational, administrative and communication skills. 
  • Must be able to work with others, be flexible and able to work independently.


  • High School diploma or equivalent. 
  • Customer service experience
  •  Management experience preferred, related experience and/or training, or equivalent combination of education and experience.
  • Detailed oriented, strong work ethic, motivation to achieve high producing standards.
  • Ability to work on projects as a leader and team member to achieve goals.
  • Proficient with Microsoft Office software products
  • Self-Disciplined to work with limited supervision.


  • Salary/Bonus
  • Paid Vacation time
  • PTO
  • 8 paid holidays
  • Health Insurance
  • 401K Program
  • Company provided equipment (laptop, phone etc.)

Company Description:
Reliable Fire & Security
is a full-service fire protection company meeting the fire and life safety needs of the commercial, industrial, municipal, institutional, and restaurant markets since 1955.

Reliable Fire & Security is an equal opportunity employer and a Certified WBE – Women’s Business Enterprise.