OVERVIEW:

Our client is a leading manufacturer of heating systems for residential and commercial use in North America.  Continued growth and expansion has created the need for a Manager, Customer Experience.  The successful candidate will be a change agent providing leadership, coaching, development and knowledge of best practices to transform the highly functioning Customer Service Department.

You will own the customer experience managing day-to-day service levels in the Customer Support Center. You will be responsible for providing industry leading service levels, transactional efficiency and cost management.

You will leverage analytics, implement best practices and develop an overall strategy for the company to best service a variety of customer service needs.

Responsibilities:

• Champion opportunities to consistently Improve the customer experience in order to drive customer retention and satisfaction

• Guide team in effective client issues resolution and handle any escalations

• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, identifying and implementing new technologies and best practices

• Continuously seek to drive improvements in overall service levels, transactional efficiencies and cost management

• Partner with Engineering and Product Management to ensure proper feedback loop from customers

• Collaborate with various functions to implement industry best practices for quality monitoring, training, and coaching, hours of operation and communication to customers

QUALIFICATIONS:

• 5+ years of Call Center, Customer / Technical Service or Inside Sales experience in a management role

• Experience with collaborating and executing plans with field marketing and sales organizations

• Demonstrated track record of effective communication with technical and business leaders at all levels and enjoy working with a fast paced team.

• Experience in Budgetary Development/Planning/Implementation

• Experience in collecting and presenting statistical data and also converting into reports

• Strong analytical and reasoning skills—ability to define problems, collect data, establish facts, and draw valid conclusions.

OTHER:

• This role is based in the Lower Mainland

• Competitive Salary and benefits, RRSP Matching

• 5 years technical service experience in HVAC, automotive, or appliance is a definite asset

CONTACT:

For more information, please contact Colin Farrell at 604-639-9563 or colin@corporate.bc.ca and reference CF-211600.