Customer Experience Manager-Channel Partners

About the Company. Life Safety Services (LSS) is a national leader in the fire safety industry, specializing in the inspection, installation and repair of fire and smoke dampers, fire doors and fire barrier management services in healthcare and commercial facilities across the United States.

Life Safety Services is a subsidiary of LSS Holdings, which helps facilities to ensure safety by delivering solutions that provide customers with peace of mind. LSS Holdings is also the parent company of Hughes Environmental, Inc. and Safenetix. Hughes Environmental provides commercial air duct cleaning, ceiling and rafter cleaning and dry ice blasting services for facilities across the U.S. Safenetix is an online training center that offers courses on facility safety.

Life Safety Services is among the fastest growing companies in the U.S. Some of the company’s success is attributed to our employees, who strive to demonstrate five core values every day: Dependable, Pride & Ownership, Accountable, Problem Solving and Empathy & Respect. If you share these five values, a passion for sales and a sense of urgency in meeting the needs of customers committed to keeping their buildings and people safe, come and join our team!

About THE CUSTOMER EXPERIENCE MANAGER – CHANNEL PARTNERs

Life Safety services seeks a dedicated, energetic and experienced customer Service and operations professional to serve as the primary point of contact for channel partner customers throughout the entire project. the individual in this role will proactively managing these accounts through regular communication and establishing and demonstrating accountability with each customer.

ESSENTIAL DUTIES

• Serves as the primary point of contact for channel partner customers for post-sale concerns
• Mitigates customer issues or dissatisfaction by proactively managing the account and establishing

strong foundation of accountability and contact with each customer contact

• As the advocate for channel partner customers, establishes foundation and trust through contractual

commitment and remains the primary point of contact through the entire project

• Provided suggested dates/technician assignments to the FSR Team
• Works with the FSR Team when scheduling dates need to be adjusted
• Monitors the progress of jobs and ensures that documentation of the work completed reflects the scope of work contracted, validating the technician will finish on-time or ahead of schedule
• Proactively manages the relationship with channel partners so that daily updates on the progress/status of jobs are provided to the customer per customer preference (phone/email/Google Docs) and develops and maintains a document keeping the Channel Partner customers abreast of the schedule of channel partner jobs

· Communicates daily with assigned technicians and the appropriate Field Manager to obtain updates on job progress

· Provides job updates to the Leadership Team

· Validates with the customer that all work is complete to the customer’s satisfaction before the technician leaves the job

· Prepares and generates reports for all channel partner jobs

· Uploads customer reports to the channel partner customer portal

· Additional duties as directed by the Channel Partner Sales Team (in consultation with the Operations Leadership Team)

Minimum Qualifications

• BA degree preferred; strong customer service and/operations experience in a service industry may be considered in lieu of education.
• Three or more years of proven success in customer service or operations
• Outstanding oral and written communication skills
• High degree of proficiency in using Microsoft Word and Excel
• Self-starter and able to work effectively and efficiently under pressure
• Good organizational skills and the ability to multi-task while meeting deadlines
• Strong problem-solving skills
• Ability to demonstrate the core values of Accountability, Dependability, Problem Solving, Empathy and Respect and Pride and Ownership of Work

Employee Benefits

• Medical, Dental and Vision Insurance available (company pays a portion of medical insurance)
• 401(K) plan with company matching
• Paid Time Off – Holidays, sick and vacation
• Free Life Insurance provided
• Voluntary Life Insurance, Short-Term Disability, Critical Illness and Accident Insurance available at discounted rates
• Employee Assistance Program

Company DescriptionLSS is one of the Inc. 5000 fastest growing companies in America. LSS Life Safety Services® helps facilities to ensure safety by delivering solutions that provide our customers with peace of mind. We specialize in the inspection, installation and repair of fire and smoke dampers, fire doors and fire barrier management services in commercial facilities across the United States.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law”.