Customer Service Manager (Security Dept) - Chicago, IL

Overview

Are you passionate about customer experiences and meticulous about details?

Come to Titan Security Group, one of the fastest-growing, privately held security services providers in the Chicago and Milwaukee areas. We're small enough that you won't feel like a "number" like at our multibillion-dollar global competitors, but big enough that we can provide security at iconic locations like Willis Tower and Millennium Park in Chicago.

We are looking for a Customer Service Manager to take the best care of our guests and coach our team on quality and customer care.

Responsibilities

The Customer Success Specialist is to set the standard for the level of customer service the security department expresses towards tenants and visitors. This officer is to patrol the lobby, engage, and train officers with information, and report to the Account Manager and Client on improving the department's customer service deficiencies.

Duties:

• Assess the customer service performance of the security staff daily and work with the supervisor staff to improve individuals' deficiencies on the expectations and culture of the department.
• Work with the Scheduling and Training Supervisor to complete all New Hire Training
• New Hire training will include proper greeter duties as well as reception training and the security check in station.
• Ensure officers have building navigation training, outer area knowledge and city attraction destinations.
• Create and complete customer service training with all staff in compliance of the EQ Brand standard
• Ensure uniform compliance at all times with all officers. This includes proper fit of shirts, pants, and jackets as well as ear-pieces, required credentials and jewelry/grooming standards.
• Ensure protocol execution to all required levels described in the SOP at each position.
• Deliver the highest level of visitor care while consistently demonstrating a friendly and engaging attitude. Lead by example
• Demonstrating flexibility in daily schedule to reach all shifts and officers.
• Maintain a 30 day work schedule in advance of off hours visits and training.
• Attention to detail and strong time management skills
• Ability to effectively communicate in front of large groups
• Spend a minimum of 5 hours per month with each officer/receptionist

Reporting:

• The CSS will provide a Daily Activity Report once a week and present it to the Lead Shift Supervisor and Account Manager
• The CSS will complete an EHUB Checkpoint based on the Core Concepts per each officer encountered throughout the day. A weekly report of this will also be provided to the Account Manager.

In the event of an emergency the Customer Success Specialist is responsible for the following duties:

• Be prepared to initiate active Assailant, fire response or shelter in place procedures
• Confirm the automatic release of all turnstiles and prop open service doors to expedite egress. If appropriate, Direct all building tenants and visitors to the nearest available exit.
• Prevent tenants or visitor from entering the building unless approved by the Control Room.
• Follow all directions from the Security Supervisor and Chicago Fire Department upon their arrival.

Qualifications

Our Expectations:We invite those to apply who are prepared to excel in this hospitality. Our suggested qualifications include:

Required:

• Minimum of 2 + years in a hospitality-focused environment (concierge, event management, hotels, restaurants, conference center, maitre'd/fine dining).
• Valid PERC or the ability to obtain/maintain a PERC through IDFPR.
• Ability to pass pre-employment drug screen and criminal background check.

Pay and Benefits for Concierges:

• Competitive hourly pay, based on experience
• Paid time off and paid holidays
• Medical and Dental insurance options
• Opportunities for career growth and promotion
• Skills-enhancing training

Apply now!

EOE/M/F/D/V#HP