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Customer Experience Manager

2 months ago

Edmonton, Alberta, Canada Amre Supply Inc Full time
Customer Experience Manager - AMRE

At Amre Supply Inc, we're committed to delivering exceptional customer experiences that drive business growth and customer satisfaction. As our Customer Experience Manager - AMRE, you'll play a critical role in leading our customer care center phone, chat, and web/digital support teams to achieve outstanding results.

Key Responsibilities:
  • Lead customer care center phone, chat, and web/digital support teams to ensure seamless customer interactions.
  • Develop and implement sales growth initiatives through customer service channels to drive revenue growth.
  • Monitor and manage resource efficiency to meet fluctuating customer service level needs.
  • Coordinate the activities of the Customer Service Representatives, suggesting alternative products and services and providing support in the resolution of complaints and issues as needed.
  • Deliver customer service objectives, including Service Level Agreements, Key Performance Indicators, and Customer Satisfaction Objectives.
  • Motivate and inspire excellent customer service and a collaborative environment.
  • Facilitate the team's growth in the ability to problem solve and find solutions to satisfy the customer's requirements that are aligned to company goals.
  • Provide support for the team when client concerns about processes, issues, or other dispute resolution needs to be escalated.
  • Set, monitor, and measure performance goals and objectives for team members.
  • Develop and document Customer Service Policies that are supportive of the business objectives.
  • Recommend technology initiatives that support more effective customer service delivery, lower costs, and add value to the business.
  • Maintain strong relationships with internal and external customer base while achieving the highest level of customer satisfaction.
  • Cultivate strong working relationships with branch network.
  • Effective leadership of personnel concerns in alignment to Amre Supply Inc's code of conduct.
  • Adhere to and lead company safety policies and regulations.
  • Proactively conduct fraud investigations and provide reporting and recommend corrective action as needed.
  • Provide Syntax support and training for the company.
  • Manage and monitor Prokeep and collaborate with internal teams on enhancing this communication tool to meet all business needs.
  • Collaborate on website tools and enhancements.
  • Collaborate on Triton tools and enhancements.
Requirements:
  • 2-4 years' experience managing customer service is required.
  • Bachelor's Degree or College Diploma is preferred.
  • Experience managing IT systems related to customer support.
  • Demonstrated effective coach and development skills.
  • Consistently meeting deadlines within a fast-paced work environment and works effectively within time constraints.
  • Strong leadership and people management skills through supervising, providing feedback, and mentoring or skills development.
  • High level of commitment to exceptional customer service.
  • Strong analytical and problem-solving skills.
  • Excellent interpersonal skills with demonstrated success working in a team environment.
  • Excellent communication skills, both oral and written.
  • Demonstrated initiative with the ability to work in a collaborative team-based environment.
  • Highly organized in prioritizing work and multi-tasking.
  • Bilingualism in English and French is an asset.

Each resume submitted gets individually reviewed by our team and retained for 24 months if other new and exciting opportunities arise that match your skills and qualifications.