Director of Customer Service

1 week ago

Burnaby, Canada Ideal Siding Full time

**About Us**
Ideal Siding is the fastest-growing siding renovation company in North America, with over 60 locations across USA and Canada. We are setting new standards in the industry through innovation, customer service excellence, and a commitment to our values:

- Openness - Transparency, communication, and accountability fuel our success.
- Being Helpful - We serve people by finding ideal solutions for our customers.
- Hard Work - We strive to out-work, out-maneuver, and out-think competitors to deliver excellence.

Our mission is to ensure every homeowner in North America has access to reliable, affordable, and professional siding renovation services.

**About the Role**

**Key Responsibilities**
- Develop and implement customer service strategies to enhance satisfaction and retention.
- Lead, mentor, and manage the customer service team, fostering a culture of excellence and accountability.
- Serve as a point of escalation for complex customer inquiries or disputes, ensuring timely and effective resolution.
- Collaborate with franchisees to support their customer service needs and provide ongoing training.
- Analyze customer feedback and data to identify trends, address concerns, and drive continuous improvement.
- Work with internal teams to refine processes and ensure alignment across departments.
- Ensure compliance with company policies and standards in all customer interactions.

**Qualifications and Skills**
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 5 years of experience in customer service leadership roles.
- Proven track record of developing and executing customer service strategies that drive results.
- Strong communication skills, both verbal and written, with the ability to foster trust and understanding.
- Experience working with franchise or multi-location businesses is preferred.
- Familiarity with customer support tools and CRM systems.
- Exceptional problem-solving and decision-making skills.
- Passion for delivering exceptional quality and service in a fast-paced environment.

**Why Join Us?**
- Competitive salary and benefits package, including extended health care, dental, vision, and life insurance.
- Hybrid work schedule and casual dress code.
- Opportunity to make a significant impact at a rapidly growing company.

**How to Apply**: Please submit your resume and a cover letter highlighting your relevant experience and why you would be a great fit for this role.

We are excited to meet leaders who share our passion for excellence and customer service

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

Pay: $80,000.00-$120,000.00 per year

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Burnaby, BC V5C 6C6: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Customer service leadership: 5 years (required)

Work Location: Hybrid remote in Burnaby, BC V5C 6C6

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