Customer Experience Manager

3 days ago


Burnaby, British Columbia, Canada SPUD Full time
Customer Experience Manager

At SPUD, we are passionate about delivering exceptional customer experiences that drive loyalty and growth. We are seeking an experienced Customer Experience Manager to join our team.

About the Role:

We are looking for a seasoned professional with a proven track record in customer service leadership. As a Customer Experience Manager, you will be responsible for leading our Community Care Team, ensuring that our customers receive world-class support through real-time monitoring, supervision, mentoring, and training. You will handle complaints, provide timely feedback to senior leadership, and contribute to operational reports.

Key Responsibilities:

  • Provide Real Time monitoring of the call centre system to ensure adequate staffing is available at all times
  • Support the daily activity of Community Care reps through providing supervision, leading and mentoring and training
  • Handle complaints and provide appropriate solutions within SLAs and follow up to ensure resolution
  • Provide timely feedback to the senior leadership team regarding service issues, bug issues or customer concerns
  • Create & distribute End-of-day reports
  • Support staff with technical challenges, answering questions, assisting with more complex customer inquiries, etc.
  • Training new hires, including conducting job shadowing sessions, tracking progress, etc.
  • Monitoring staff, ensuring that agents are following deployment and are assigned to the correct duties
  • Contributing to operational reports including but not limited to; staff attendance, agent statistics, customer interactions, etc.
  • Organizing and updating necessary internal information
  • Creating training videos and documentation
  • Handle overflow of calls, emails, and chats when required
  • Conduct team huddles
  • Coches team members
  • Additional duties as required

Requirements:

  • Two plus years of relevant experience
  • Proven work experience in customer service
  • High School Diploma/GED or equivalent
  • Experience with and/or understanding of call centre technologies
  • Exceptional written and verbal communication skills
  • Energetic, value driven with a passion for team building and development
  • Strong analytical, problem solving and organizational skills
  • Demonstrate self-motivation with strong ability to multi-task
  • Knowledge of Microsoft Office a must including Excel, Word, One Note, Outlook, etc.

What We Offer:

  • $62,000 - $72,000 per year (dependent on experience)
  • 20% discount on SPUD purchases
  • Flexible health spending plan options and benefits available for all team members

About Us:

SPUD is an online grocery delivery business in Western Canada. We are committed to socially responsible business practices and sustainability. Our values include creating amazing customer experiences, leading with sustainability, learning, growing, and celebrating wins together.



  • Burnaby, British Columbia, Canada CHAMPS SPORTS Full time

    We are seeking a highly motivated and results-driven Store Leadership and Customer Experience Manager to join our team at CHAMPS SPORTS. As a key member of our store leadership team, you will be responsible for leading the store team to provide an exceptional customer experience.About the RoleThis is a full-time position that requires a strong leader who can...


  • Burnaby, British Columbia, Canada Reitmans (Canada) LtéeLtd Full time

    Experience the Fashion Industry Like Never BeforeWe are seeking a highly motivated and fashion-forward individual to join our team as a Customer Experience Ambassador. As a key member of our sales floor team, you will play a vital role in delivering exceptional customer service and creating a memorable shopping experience for our clients.Competitive Salary...


  • Burnaby, British Columbia, Canada FortisBC Full time

    Company OverviewFortisBC is a leading energy provider with over 100 years of experience serving the province's largest customer base. Our mission is to deliver renewable energy, natural gas, electricity, and propane to our customers while fostering a safe and inclusive culture.Salary and BenefitsThe successful candidate will receive a competitive salary of...


  • Burnaby, British Columbia, Canada FortisBC Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our team, you will play a vital role in delivering exceptional customer experiences through various channels, including online chat, phone, and email.Job SummaryThe successful candidate will be responsible...


  • Burnaby, British Columbia, Canada SPUD Full time

    Job Title: Customer Experience Manager - Grocery Delivery TeamEstimated Salary: $55,000 - $65,000 per year.Company Overview:SPUD is a leading online grocery delivery business in Western Canada, committed to socially responsible practices and sustainable farming methods. Our team of passionate advocates believe that food touches every aspect of our lives,...


  • Burnaby, British Columbia, Canada beBee Professionals Full time $35,000 - $45,000

    {"h1": "Customer Service Representative Role at beBee Professionals", "p": "We are seeking a skilled Customer Service Representative to provide exceptional service to our customers in Burnaby, Canada. As a key member of our team, you will be responsible for handling customer inquiries, resolving issues, and collaborating with colleagues to improve service...


  • Burnaby, British Columbia, Canada Reitmans (Canada) LtéeLtd Full time

    Role OverviewWe are seeking a talented Customer Experience Specialist to join our team. As a key member of our sales floor team, you will be responsible for delivering exceptional customer experiences and contributing to the success of our store.


  • Burnaby, British Columbia, Canada beBee Professionals Full time $35,000 - $45,000

    Restaurant Supervisor **About the Role** We are seeking a skilled Restaurant Supervisor to oversee daily restaurant operations and ensure exceptional service for our guests at beBee Professionals in Burnaby, Canada. **Key Responsibilities:** * Supervise restaurant staff to maintain high levels of customer service and a welcoming atmosphere * Assist in...


  • Burnaby, British Columbia, Canada beBee Professionals Full time $35,000 - $45,000

    beBee Professionals is seeking a Dining Experience Leader to oversee daily restaurant operations and ensure a welcoming atmosphere for our guests.Key Responsibilities:Supervise restaurant staff and maintain high levels of customer service.Assist in training and onboarding new employees.Monitor food quality and presentation to meet standards.Handle customer...


  • Burnaby, British Columbia, Canada BC Hydro Full time

    **Job Summary**We are seeking a highly skilled administrative clerk to join our team at BC Hydro. As a key player in customer service and data management, you will be responsible for providing excellent support to our customers and ensuring the accuracy of our records.About the Role:Provide exceptional customer service via phone, email, and in-person...


  • Burnaby, British Columbia, Canada Fitness World Full time

    About the OpportunityFitness World is a dynamic and growing company that is making a difference in the lives of our members. We are seeking a Fitnes Experience Coordinator to join our team and help us deliver an exceptional fitness experience to our customers.This is a full-time opportunity that requires a unique blend of skills and qualities. You will work...


  • Burnaby, British Columbia, Canada beBee Professionals Full time $35,000 - $45,000

    We are seeking an enthusiastic Dining Experience Lead to join beBee Professionals in Burnaby, Canada. This role will oversee daily restaurant operations, ensuring exceptional customer service and a welcoming atmosphere for our guests.Responsibilities:Supervise staff to maintain high levels of customer satisfaction.Train and onboard new employees to ensure...


  • Burnaby, British Columbia, Canada RIGHT PRICE AUTO SALES LTD Full time

    Job SummaryWe are seeking an experienced Store Operations Manager to join our team at Right Price Auto Sales Ltd. As a key member of our sales staff, you will be responsible for leading the store's daily operations, overseeing sales and customer service activities, and driving business growth.Key Responsibilities:Sales Leadership: Supervise and motivate...


  • Burnaby, British Columbia, Canada Mike Bhayana Personal Real Estate Corporation Full time

    We are seeking a highly skilled and organized Customer Service Coordinator to join our team at Mike Bhayana Personal Real Estate Corporation. This is an excellent opportunity for someone looking to start their career in customer service or administration.About the JobThis role will involve providing exceptional customer service to clients, managing...


  • Burnaby, British Columbia, Canada Hertz Full time

    We are seeking a talented individual to join our team as a Customer Success Representative. As a key member of our organization, you will play a vital role in driving customer satisfaction while embodying the brand's values.**Estimated Salary:** $18.50 per hourAbout UsThe Hertz Corporation is one of the largest worldwide airport general use vehicle rental...


  • Burnaby, British Columbia, Canada beBee Professionals Full time $25,000 - $35,000

    beBee Professionals in Burnaby is looking for a Customer Service Representative to manage customer transactions and provide a positive shopping experience. As a Cashier, you will handle cash, credit, and debit payments, assist customers, and maintain a clean and organized checkout area.Responsibilities:Process customer purchases and handle cash, credit, and...


  • Burnaby, British Columbia, Canada Royal Bank of Canada> Full time

    At Royal Bank of Canada, we are seeking a Customer Success Specialist to join our Wealth Management team in Burnaby. This is an exciting opportunity for a highly motivated individual to deepen client relationships by offering sound advice and support.Job SummaryThe successful candidate will work closely with Investment Advisors to coordinate meetings and...


  • Burnaby, British Columbia, Canada Daiso USA Full time

    **Job Summary**Daiso USA is seeking a highly motivated Sales and Service Expert to join our team. As a key member of our retail staff, you will be responsible for delivering exceptional customer service and sales support.**Key Responsibilities:**Customer Engagement: Greet customers professionally, create a welcoming atmosphere, and engage with customers to...


  • Burnaby, British Columbia, Canada beBee Professionals Full time $25,000 - $35,000

    Job SummaryWe are seeking a skilled and friendly Cashier to join our team at beBee Professionals in Burnaby. As a Cashier, you will be responsible for managing customer transactions, providing excellent customer service, and maintaining a clean and organized checkout area.Key ResponsibilitiesProcess customer purchases and handle cash, credit, and debit...


  • Burnaby, British Columbia, Canada Rentokil Initial Full time

    About the Role: Rentokil-Terminix Canada is a leading provider of pest control services to property management sectors. With its foundation, it has been an industry pioneer in pest control solutions. Our certified specialists utilize innovative technologies to protect millions of homes and businesses across Canada.We are seeking a highly skilled Customer...