Customer Experience Manager

5 months ago

Edmonton, Canada Burly Boyz Moving & Storage Full time

Burly Boyz Moving and Storage is one of Canada's most reputable moving company proudly celebrating our 15th anniversary this year. Headquartered in Edmonton, with additional locations in Vancouver, Calgary and Toronto. We specialize in interprovincial moving services to our valued customers across Canada. Our company is built on a foundation of core values including Respect, Improvement, Perseverance, Integrity, and Accountability, which guide us in delivering exceptional service to our clients.

**Responsibilities**:

- Oversee all aspects of the customer experience lifecycle, including but not limited to: initial contact, estimating, scheduling, confirmation, pick-up, delivery, and resolution of any concerns or claims.
- Manage and mentor a team of customer service representatives, providing guidance, training, and support to ensure consistent delivery of exceptional service.
- Continuously evaluate and improve customer service processes and procedures to enhance efficiency, effectiveness, and customer satisfaction.
- Identify and address any issues or challenges in the customer service workflow, offering innovative solutions to enhance the overall experience.
- Act as a point of contact for escalated customer inquiries or complaints, demonstrating professionalism while finding satisfactory resolutions.
- Collaborate with other departments to streamline communication and optimize the customer experience across all touchpoints.
- Monitor customer feedback and satisfaction metrics, implementing strategies to address areas for improvement.

**Qualifications**:

- Bachelor's degree in Business Administration, Marketing, or related field preferred.
- Proven track record of success in a customer service management role.
- Exceptional leadership and interpersonal skills, with the ability to inspire and motivate a team.
- Strong problem-solving abilities, with a focus on finding creative solutions to complex customer issues.
- Excellent communication skills, both written and verbal, internal and external with the ability to effectively interact with customers and company owner.
- Strong knowledge in developing, enforcing and monitoring Standard Operating Procedures.
- Detail-oriented mindset with a commitment to delivering high-quality service and exceeding customer expectations.
- Proficiency in customer relationship management (CRM) software and other relevant technology platforms.
- Demonstrated commitment to the core values of Respect, Improvement, Perseverance, Integrity, and Accountability.

**Benefits**:

- Competitive salary commensurate with experience.
- Comprehensive benefits package.
- Opportunities for professional development and career advancement within a growing company.
- A supportive and collaborative work environment where your contributions are valued and recognized.

**Application Process**:
**Salary**: $60,000.00-$80,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Relocation assistance
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: In person

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