Customer Experience & Operations Leader

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

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.