PASS Security
  • 22-Sep-2017 to 21-Nov-2017 (CST)
  • Customer Service
  • Fairview Heights, IL, USA
  • $45,000 - $75,000
  • Salary
  • Full Time

401(k) Retirement Plan with employer match; Cafeteria Plan Benefits (Health/Medical, Vision, Dental, Supplemental); Life/Disability Insurance; Paid Time Off; Bonus Eligibility

Customer Service Manager

PASS Security, Fairview Heights, Illinois


About The Company:

PASS Security installs and services electronic security systems for commercial and residential customers, specializing in intrusion, access control, and video security systems. PASS Security's reputation is built upon trust and service excellence. PASS Security takes pride in its work to ensure that its products, designs, installations, and services exceed customer expectations.

The PASS Security Customer Care Department is an integral part of the organization and the hub for electronic security customer account changes, service requests, system questions, and many other inquiries.  Activity is handled in a timely, responsive, and professional manner as these systems protect an individual's family, employees, property, and/or business.  


Job Summary:

  • Promote a positive culture and work environment for the Customer Service Department while directly supervising the work of 4-5 Customer Service Team Members.
  • Manage department operations and meet or exceed department goals such as customer satisfaction, customer attrition, and efficiency.
  • Responsible for maintaining quality assurance in a customer-centric department and acting as a customer advocate in decision-making and strategic collaboration throughout the organization.
  • Act as a point of escalation for customer inquiries, and ensuring technical support provided by Team Members is routed and completed as appropriate.
  • Select and evaluate staff.
  • Act as a coach, mentor, and employee advocate for Customer Service Team Members, and ensure all Team Members have the resources and training necessary to perform at a high-level of customer satisfaction.
  • Work closely with other departments to set goals and facilitate ongoing communication.
  • Analyze reports and key performance indicators to identify trends and interpret findings.
  • Implement and ensure adherence to policies, processes, and procedures that cultivate a supportive and efficient work environment and customer experience.
  • Support the development and ensure integrity of technology, tools, and systems in support of departmental and organizational goals.


  • 5+ years previous supervisory and managerial experience required.
  • 5+ years experience in a customer-oriented role required.
  • Must be able to effectively lead, motivate, and manage others.
  • Must have strong verbal, written, collaboration, and analytical skills.
  • Comfortable with technology and a willingness to learn new programs, software, applications, and products.
  • Applicant must be at least 18 years of age.
  • Applicant must pass a background check pursuant to Illinois PERC Card requirements for all security industry personnel.
  • Applicant must pass a drug test.


Work Schedule:

Full Time, 40 hours per week

Monday through Friday, 7:30 a.m. to 4:30 p.m.


Work Location:

PASS Security Office

15 Executive Drive, Suite 6, Fairview Heights, IL 62208

Relocation is not available for this position.


Compensation and Benefits:

  • $45,000 - $75,000 annual salary, commensurate with experience
  • Merit-based pay increases, bonus eligibility
  • 401(k) Retirement Plan with employer match
  • Paid Time Off (2 weeks/10 days)
  • Cafeteria Plan Benefits Options (employer and employee shared premiums):
    • Health/Medical Insurance
    • Vision Insurance
    • Dental Insurance
    • Supplemental insurance
  • Life and Disability Insurance


To Apply:

All applicants must apply online. No phone calls please.


PASS Security is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

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