Customer Experience Manager

Toronto Film School; Burnaby; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading educational institution in Burnaby is seeking a Customer Experience Manager to oversee customer interactions and ensure exceptional service. The role involves managing a team, developing performance metrics, and enhancing customer satisfaction. Candidates should have 4+ years of experience in a customer experience role, preferably in plumbing or HVAC, with strong communication, organizational, and problem-solving skills. A valid driving license is required. This position also involves recruitment and coaching responsibilities.

Qualifications

• 4+ years of experience in a customer experience or coordinator role.
• Knowledge of plumbing/HVAC industry or parts preferred.
• 2+ years in operations role preferred.
• Experience in supply chain and inventory management.
• Valid Driving License and clean drivers abstract.

Responsibilities

• Oversee customer service operations and office administration.
• Develop and monitor key performance indicators (KPIs).
• Analyze customer feedback and identify areas for improvement.
• Provide coaching and development opportunities to team members.
• Facilitate full-cycle recruitment as needed.

Skills

Strong verbal and written communication skills

Exceptional organizational skills

Strong time management

Problem-solving abilities

Analytical abilities

Ability to work collaboratively

Tools

Microsoft Office Suite

Job description

Summary

In this key role, the Customer Experience Manager will be responsible for overseeing all aspects of customer interactions, from initial contact to post-service follow-up. Reporting to the Director, the incumbent will manage and develop a team of dedicated customer service representatives, dispatchers, and administrators to ensure that our clients receive exceptional service.

Qualifications

• 4+ years of experience in a customer experience or coordinator role
• Knowledge of plumbing/HVAC industry or parts preferred
• 2+ years in operations role preferred
• Experience in supply chain and inventory management
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Valid Driving License and clean drivers abstract

Skills & Abilities

• Strong verbal and written communication skills
• Exceptional organizational skills and attention to detail
• Strong time management, problem-solving, and analytical abilities
• Ability to work collaboratively and drive productivity

Key Duties

• Oversee customer service operations and office administration, including CRM, dispatching, and internal and external communications.
• Develop and monitor key performance indicators (KPIs) and report on customer satisfaction metrics to enhance customer experience and loyalty.
• Develop and streamline internal systems and processes by creating and implementing standard operating procedures, managing timelines, and best practices.
• Analyze customer feedback and identify areas for improvement.
• Manage the daily operations and performance of the CSR, dispatch and office team, and provide routine reporting to the Director on metrics.
• Lead performance review processes for customer experience teams, including setting clear service goals, conducting regular feedback sessions, and evaluating individual and team performance.
• Provide coaching and development opportunities to direct reports and team members, fostering a culture of continuous improvement and exceptional customer service.
• Facilitate full-cycle recruitment, including job postings, candidate screenings, and interview coordination as needed.
• Coordinate with technicians for professional development course registrations and training, as well as grant submissions.
• Act as key point of contact for employee relations concerns.
• Provide support as needed in the CSR and Dispatch department team (minimum 1 x week).
• Facilitate and support onboarding and offboarding duties associated with employees.
• Submit Monthly, Quarterly, and Annual reporting as needed to stakeholders.
• Support Warehouse Manager including, but not limited to, tools and inventory management, truck and parts management, streamlining warehouse processes and operations, etc.
• Act as a back-up to Warehouse Manager when needed/required.