Customer Experience Manager

2 months ago

Etobicoke, Ontario, Canada BRC Group - Tayco and BRC Full time
Job Description

Job Title: Customer Experience Manager

Job Summary:

The Customer Experience Manager is responsible for creating and implementing a strategic culture of customer satisfaction at BRC Group - Tayco. This role involves leading the Customer Service, Claims, and Order Entry teams to create a culture that showcases superior customer service and core values.

Key Responsibilities:

  • Ensure the execution of high-quality customer service at BRC Group - Tayco.
  • Create and implement strategic customer experience plans in conjunction with Sales and Marketing.
  • Lead the Customer Service, Claims, and Order Entry teams to create a culture that showcases our core values.
  • Cultivate relationships and lasting partnerships with Independent Sales Reps and Dealers to enhance their customer experience.
  • Implement and cultivate a culture of customer experience, ensuring every team member understands the importance of each and every customer.
  • Establish and lead a high-performance team to meet and exceed customer satisfaction and win more project business.
  • Handle customer service inquiries that may be escalated from staff, priority dealers, or to assist with overflow.
  • Implement and champion change in the Order Entry and Claims processes and procedures.
  • Drive individual accountability and increased productivity among team members through leading by example and regularly holding 1:1s with the team.
  • Proactively resolve problems that have the potential to affect the customer's service, efficiency, and/or inhibit productivity.
  • Help resolve problems that affect the customer's interaction with BRC Group - Tayco.
  • Create, deliver, and analyze performance metrics for teams, identify problem areas, and take appropriate action.
  • Ensure appropriate resources and coverage of all areas.
  • Create and launch processes for ensuring proper timelines and communication for priority dealers.
  • Enhance customer interactions by maintaining appropriate interpersonal skills and possessing extensive BRC Group - Tayco product knowledge.
  • Periodically monitor interactions of Customer Service Representatives with customers to ensure adequate quality control.
  • Analyze customer feedback to improve and customer interactions.
  • Provide coaching and training to all employees under his/her direction. Provide feedback and direction on a regular basis. Actively manage poor performance and address issues amongst the team.
  • Perform other duties as assigned.

Requirements:

To be able to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

  • 3-5 years of experience in customer experience roles and people management.
  • Strong demonstrated customer service and troubleshooting skills.
  • Strong understanding of BRC Group - Tayco products.
  • Ability to supervise employees, including organizing, prioritizing, scheduling work assignments as well as measuring and reporting results.
  • Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required.
  • Proven conflict resolution, negotiation, and objection handling skills.
  • Ability to respond and adapt quickly in a dynamic and changing environment.
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
  • Good training, coaching, and mentoring skills.
  • Able to build and maintain lasting relationships with corporate departments, key business partners, and customers.
  • Able to effectively communicate both verbally and in writing.
  • Ability to coordinate and organize meetings, exhibits, and other events.
  • Ability to adapt to and learn fast new software.
  • Computer literate, including effective working skills of MS Word, Excel, and email.
  • Professional telephone manners.
  • Attention to detail in all areas of work.

Benefits:

  • Salary Range: $70,000 - $75,000 per annum.
  • Extended Healthcare Plan (Medical, Disability, Dental & Vision).
  • Active Social Committee with wonderful company culture.
  • Opportunities for growth and development.
  • Great people to work with.

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