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Toronto Film School
Customer Experience ManagerToronto Film School • Burnaby, Metro Vancouver Regional District, CA
Customer Experience Manager

Customer Experience Manager

Toronto Film School • Burnaby, Metro Vancouver Regional District, CA
30+ days ago
Job type
  • Full-time
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.

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Customer Experience Manager • Burnaby, Metro Vancouver Regional District, CA

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