Customer Care Manager: Lead Service Excellence

Raymond West Group; Ontario (CA); On-site; USD 67,000 - 150,000; Full time

Job summary

Raymond West is seeking a passionate leader to elevate our customer experience by guiding a team of Customer Care Managers and working with District Service Managers and Sales Account Managers to proactively address customer needs. This role requires close collaboration to ensure a seamless customer-focused experience across all products and services.

As Customer Service Care Manager, you will recruit, train, and mentor CCMs, conduct regular performance reviews, and drive a culture of

Qualifications

• 3–5 years of experience in customer service or client-facing roles.
• 1–3 years in a supervisory or managerial position.
• Experience with CRM and service metrics reports is a plus.
• Ability to mentor and develop staff.
• Strong communication and leadership skills.

Responsibilities

• Lead and mentor CCMs and oversee staff performance.
• Recruit and train CCMs; conduct monthly 1-on-1s.
• Oversee resolution of customer complaints.
• Analyze service performance reports.
• Drive sales of products and maintenance services.
• Ensure compliance with company policies.
• Collaborate with District Service Managers and Sales Account Managers.

Skills

Communication

Leadership

Mentoring

Time management

CRM experience

Data-driven decisions

Organizational skills

Problem solving

Tools

CRM software

Job description

Raymond West is seeking a passionate leader to elevate our customer experience by guiding a team of Customer Care Managers and working with District Service Managers and Sales Account Managers to proactively address customer needs. This role requires close collaboration to ensure a seamless customer-focused experience across all products and services.

As Customer Service Care Manager, you will recruit, train, and mentor CCMs, conduct regular performance reviews, and drive a culture of