Customer Service Operations Manager

1 month ago

Calgary, Alberta, Canada Startec Compression & Process and Startec Service Full time

Job Overview

Startec Compression & Process and Startec Service are currently seeking a skilled Customer Service Operations Manager to join their team. This role is based in Calgary, Alberta.

About the Role

The Customer Service Operations Manager will play a key part in ensuring seamless delivery of high-quality service to customers. Reporting to the President, this individual will lead a team of Refrigeration Mechanics and Leads, Coordinators, and Administrators. They will be responsible for coordinating operational activities, driving business growth, and ensuring customer satisfaction to meet financial targets.

Key Performance Indicators (KPI)

  • Business Operations & Systems (40%):
    • Provide day-to-day leadership and direction to Journeyperson & Apprentice Refrigeration Mechanics, collaborating with the service coordinator.
    • Manage Startec's financial performance and operational profitability by analyzing financial statements and performance indicators. Implement strategies to enhance service quality and customer satisfaction.
    • Work with the executive and management team to ensure efficient allocation of resources in their jurisdiction.
    • Participate in job turnover meetings with the Service Coordinator and the mechanics before the job starts when required.
    • Oversee vehicle fleet maintenance, expenses, and offer recommendations for acquisitions.
    • Conduct interviews as required to fill vacant positions.
  • Invoicing and Billing Management:
    • Oversee the end-to-end invoicing and billing processes, ensuring accuracy, timeliness, and adherence to company policies and procedures.
    • Efficiently investigate and resolve billing discrepancies and customer inquiries while collaborating with cross-functional departments, including sales, customer service, and finance, to address and resolve billing-related issues.
    • Implement corrective measures and process improvements to prevent future billing discrepancies.
  • Reporting & Analysis:
    • Prepare and submit regular service performance reports to senior management, highlighting key metrics and achievements.
    • Analyze service data for trends and improvement opportunities, offering insights to enhance operations and elevate customer satisfaction.
    • Financial/progress reporting to the executive team.

Customer Service & Experience (30%)

  • Customer Relations:
    • Participate in tradeshows, seminars, and other sales opportunities as required.
    • Collaborate with our Sales teams to secure contracts and build positive relationships with companies and individuals within defined limits.
    • Provide assistance and advice to customers either directly or through the use of internal resources.
    • Complete feedback surveys from clients; review trends and report findings to the executive team.
    • Management of customer service experience by establishing, implementing, and maintaining company rules, procedures, or standards as required to support professionalism and excellence.
  • Customer Escalations:
    • Address customer complaints and issues, maintaining accurate records of discussions and correspondence.
    • Investigate customer complaints and make recommendations to management for issuing refunds or compensation to customers.
    • Foster strong customer relationships and identify opportunities for service expansion and revenue growth.

People & Culture Management (20%)

  • Team Leadership:
    • Guide suitable personnel resourcing to align with plans and budgetary constraints.
    • Maintain the Startec culture through appropriate human resources strategy and operations.
    • Foster a collaborative team environment, promoting open communication and a shared sense of purpose.
    • Guide the coordinator and field technicians to utilize non-billable hours in the most beneficial way possible for the organization.
  • Performance Management:
    • Regularly assess the performance of Service mechanics based on predetermined goals and KPIs.
    • Work closely with individuals to set realistic improvement goals, provide necessary resources, and monitor progress.
    • Follow recognition programs to acknowledge/reward outstanding performance and achievements within the team.
    • Identify underperforming team members and develop performance improvement plans (PIPs) to address performance gaps.
    • Facilitate coaching and development for Startec employees and establish systems to monitor and provide feedback on employee performance.
    • Implement talent retention strategies by identifying high-potential individuals, creating succession plans, and nurturing regional talent for growth and career progression.

Compliance & Internal Controls (10%)

  • Compliance:
    • Maintain and monitor internal operational control mechanisms to minimize financial and operational risks.
    • Ensure team compliance with governmental regulations related to operational and health and safety standards.
    • Ensure adherence to facilities and building regulations.
    • Oversee the interpretation and application of internal administrative policies and procedures, serving as a mediator as needed or escalating matters to the Executive team.
  • Technical Leadership:
    • Develop and comprehensively understand relevant industry regulations and compliance requirements.
    • Provide technical expertise and guidance to service teams, ensuring alignment with industry best practices.

Qualifications:

  • A Technical bachelor's degree or indentureship related to the organization (e.g. Refrigeration Mechanic, Mechanical P. Eng or CET, etc.).
  • Red Seal Journeyman Refrigeration Mechanic with ammonia refrigeration experience is required, or equivalent such as a Millwright ticket.
  • A minimum of 3 - 5 years of sales experience is considered an asset.
  • Proven experience in a managerial role, preferably with regional or multi-site responsibilities.
  • Strong leadership and team management skills.
  • Excellent knowledge of business operations and processes.
  • Strong communication and interpersonal skills.
  • Financial acumen and budgeting skills.
  • Willingness to travel within the region as required.

Estimated Salary Range: $85,000 - $115,000 per year, depending on experience.

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