Customer Service Manager

Role of the Customer Service Manager

The Customer Service Manager (or C.S.M.) is responsible for managing the Customer Service Department. In addition, the C.S.M. assists customers on a fill-in basis to supplement the Customer Service Representatives. This position reports directly to the president of the company.

Summary of Duties

Customer Service Related

  • Supervise and train Customer Service Representatives
  • Answer telephones and interact with customers professionally and courteously
  • Educate our customers on our products and their available options
  • Ensure a high level of customer service by handling customer requests and complaints
  • Follow up with customers after the sale to ensure they are satisfied
  • Foster and maintain relationships with VIP customers
  • Attend trade expos periodically to remain informed of new products
  • Provide service for customers at our retail location
  • We are a small company so everyone is expected to chip in to ensure the customers’ needs are met. This means sometimes deviating from the traditional job description.

Technician Related

  • Supervise technician staff to ensure they are on schedule throughout the day
  • Ensure technicians are complying with company policies and procedures
  • Learn the security and door hardware industries to assist with low level technical support calls
  • Ensure company vehicles are kept clean and orderly by technicians
  • Ensure technicians have all the information and equipment they need before going out to perform work
  • Approve vacation scheduling
  • Handle disciplinary measures for technicians
  • Ensure paperwork is properly and completely filled out by technicians
  • Control labor costs, including overtime

Admin Related

  • Administer schedule for Customer Service Reps
  • Maintain ongoing list of open work orders and projects, where they stand in the completion process, and what resources are require to finish them to make sure the “ball is not dropped” and the customers are satisfied
  • Asses operational procedures and adjust to increase efficiency and a better customer service experience
  • Ensure building maintenance and upkeep is scheduled and the property is kept presentable


Candidates qualified to apply for this position should have the following:

  • A positive attitude and sincere desire to help
  • Past supervision of at least 5 other staff members
  • Previous experience directly interacting with customers to ensure quality service
  • An extremely high attention to detail (This cannot be overstated)
  • Professional and courteous demeanor even in the rare cases where the customer is upset
  • A desire to help a growing company continue their expansion
  • An ability to sell products and services to potential customers who call
  • A proficiency using Microsoft Word, Excel, and Outlook
  • Ability to pass state and customer mandated background checks (must be able to obtain Certificate of Clearance from Mass. Dept. of Public Safety.)

Skills that are helpful but not required are the following:

  • Associates Degree in Business, Management, or other similar field
  • QuickBooks experience
  • Experience in the security hardware or locksmith industry
  • Training in lean operations management such as Six Sigma

Schedule and Compensation

You should expect to work Monday through Friday, 7:30am to 5:15pm, or longer if necessary to ensure the completion of your work.  No weekend work is required though it can be performed voluntarily to catch up if needed.

  • Salary range is between $45,000 and $60,000, depending on candidates experience and qualifications. This is an exempt salary position.
  • 40 hours per year of sick paid time off is accrued in accordance with MA law after 60 days of employment
  • 7 paid holidays per year
  • Additional Vacation Paid Time Off is earned based on years of service
  • Health and Dental insurance (NSS pays 50% of the premiums for these plans)
  • AFLAC products are available at the employees’ option and expense

How to Apply

Please send us a cover letter, resume, and compensation requirements through the form at the bottom of this page. Northeast Security Solutions, Inc. dba Atwood Fire Extinguishers is an equal opportunity employer.


We strongly prefer documents with a “.pdf” file extension to ensure your submission appears as you intended it to. Files must be less than 8MB.

Customer Service Manager Cover Letter & Resume Submission

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