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Customer Experience Manager

1 month ago

Burnaby, Canada Lambert Plumbing Full time

**About Us**:
Lambert Plumbing is a leading provider of plumbing and HVAC services in the Lower Mainland. We pride ourselves on delivering exceptional customer experiences and are seeking a passionate and experienced Customer Experience Manager to join our team.

**Role Overview**:
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.

**Key Responsibilities**:

- 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 of the CSR, dispatch and office team, conduct performance reviews, and provide routine reporting to the Director on metrics.
- 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.
- Facilitate and support onboarding and offboarding duties associated with employees.

**Qualifications**:

- At least 3 years of experience leading and managing a customer service and/or office team.
- At least 2 years of experience in customer experience / service management.
- Diploma, certificate, or degree in Business Administration, or equivalent experience in a related field.
- Experience in the HVAC or plumbing industry is an asset.

**Skills & Abilities**:

- A passion for delivering exceptional customer experiences.
- Self-starter, resourceful, and process-driven.
- Strong verbal and written communication skills.
- Excellent interpersonal skills with the ability to foster collaboration and build relationships with clients and team members.
- Strong time management, problem-solving, and exceptional organizational skills.
- Proficiency in CRM software and Microsoft Office Suite (Outlook, Excel, Word) and project management tools.

**Why Join Us?**
- Be part of a dynamic team that values innovation and operational excellence.
- Opportunities for professional development and career growth.
- Competitive salary and benefits package including RRSP matching,

**Job Types**: Full-time, Permanent

Pay: $60,000.00-$80,000.00 per year

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Burnaby, BC V3N 4A3: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Please describe what stood out to you in this posting, and why you believe your background aligns well with this role.

**Experience**:

- managing direct reports: 3 years (required)
- Customer Service Management: 2 years (required)

Work Location: In person