Job Description

ABOUT US

We are an

award-winning organization

, with 75 years under our belt, dedicated to keeping communities safe in the areas of fire prevention, security, and life safety. We currently have over 230 talented individuals across 4 business units - Richmond (our Headquarters), Calgary, Toronto and Texas. We have 2 divisions, Radius Fire and Radius Security.

Radius Fire is a leading provider of fire safety solutions and security services. We are dedicated to protecting lives and property through our comprehensive range of fire services, including monitoring, safety plans, and security solutions. At Radius Fire, we pride ourselves on our commitment to excellence and our customer-centric approach.

OPPORTUNITY OVERVIEW

We are seeking a motivated and customer-focused individual to join our team as a

Customer Success Specialist

. In this role, you'll play a key part in supporting the sales organization while strengthening client relationships both pre- and post-sale.

This is an exciting new role with significant growth potential. To start, you will be reporting directly to the Director of Business Development - Radius Fire, while developing your sales expertise. Over time, you'll gain the opportunity to expand into cross-selling across both our Fire and Security Divisions.

You will begin by working closely with the Fire Sales Team, handling essential administrative functions such as proposal development, quotes, and follow-ups. You'll also manage inbound lead qualifications, coordinate calendar booking and email campaign inquiries, and ensure seamless handoffs to the appropriate sales representatives.

Post-sale, you'll take the lead on client courtesy calls - thanking clients for their business, gathering feedback, identifying unmet needs, and uncovering opportunities to introduce additional Radius services. You'll also assist with real-time inbound calls, generating leads and routing client requests quickly and effectively.

Compensation includes a competitive base salary plus a bonus plan that will be determined by Key Performance Indicators (KPIs). In addition, you'll have the opportunity to earn uncapped commission based on your selling performance.

Please note: We are happy to offer a hybrid working schedule (3-4 days in office) after successful completion of the training period (at least 3 months).

CORE AREAS OF RESPONSIBILITY

Sales Team Administrative Support

Accurate and timely creation of proposals, quotes, and follow-ups. Champion AI initiatives to improve efficiencies for all admin functions. Ensure all CRM records and documentation are kept up to date.
Lead Qualification & Triage

Monitor and triage inbound leads from calendar bookings, websites, and campaigns. Accurately qualify leads and assign them to the correct sales representative; ensuring no leads are left unattended. Book appointments on behalf of sales reps where appropriate.
Customer Integration & Post-Sale Engagement

Conduct follow-up courtesy calls, within 1 week of sale completion, to confirm customer experience and inquire about other services they could benefit from, as well as seeking referrals. Gather customer feedback and escalate to the appropriate team if required. Identify opportunities to upsell and cross-sell products and services to our customers.
Inbound Call Handling & Lead Generation

Handle real-time inbound calls or inquiries, capturing opportunities and routing appropriately. Generate new sales opportunities from inbound and outbound interactions. Maintain professional, service-focused communication with every client touchpoint.
Team & Culture Contribution

Support collaboration across sales, operations, and marketing. Model a culture of responsiveness, client focus, and proactive problem solving. Contribute to team meetings, knowledge sharing, and continuous improvement. Participate in Client Sales Events as needed (Golf Tournaments, Lunch & Learns, etc.).

OUR IDEAL CANDIDATE

Sales Experience & Acumen:

Previous experience in Inside Sales or Account Management is preferred, with a solid understanding of proposal development, quoting, and lead management processes.

Communication Skills:

Exceptional phone skills and the ability to craft friendly and emails. Strong verbal and written communication skills are essential.

Customer Focus:

Ability to build rapport with customers and provide excellent service. Active listening and empathy are vital.

Organizational Skills:

Strong organizational skills with the ability to manage multiple tasks and priorities efficiently. Time management is important!

Tech Savvy:

Proficiency in using CRM software and other sales tools. Comfortable with standard office software including Outlook.

Team Player:

Ability to work collaboratively with team members and contribute to a positive work environment.

WHY OUR TEAM LOVES WORKING HERE

Stability & Growth

: As an essential service, we remained fully operational throughout the pandemic--supporting our communities when they needed us most. With steady year-over-year growth and exciting expansion plans on the horizon, now is a great time to join us.

Comprehensive Benefits Package

: Enjoy extended health and dental coverage, RRSP matching, a monthly profit-sharing bonus, and access to our Employee & Family Assistance Program.

Career Development

: We're passionate about your growth. Take advantage of paid internal and external training, plus continuous learning opportunities to grow your career within the organization.

Vibrant Team Culture

: We know how to have fun-- It's part of our DNA! From team outings and pub nights to virtual game sessions, spirit weeks, and community volunteer events. You'll feel connected, supported, and celebrated.

Make a Real Impact

: Your voice matters here. We love seeing team members bring forward ideas and watch them come to life. You'll be empowered to make meaningful contributions every day.

Be Proud of Where You Work

: We have a strong reputation and are proud to be a trusted name in the communities we serve. When you join our team, you're part of something bigger.
Job Types: Full-time, Permanent

Pay: $55,000.00-$70,000.00 per year

Benefits:

Company events Dental care Employee assistance program Extended health care Life insurance Paid time off Profit sharing RRSP match Tuition reimbursement Vision care
Application question(s):

What is your working status in Canada (work/study permit, PR, citizen)? If on a work permit, please explain where you are in the process of getting your PR.
Experience:

Inside sales: 1 year (preferred)
Work Location: Hybrid remote in Richmond, BC V6W 1J5