Customer Experience Manager

**Job Summary**

**Job Title**: Customer Experience Manager

**Reports too**: Colin Bates

**Job Type**: Full-time

**Rate of Pay**: Base Pay $60 - $65k per year

**Start Date**: ASAP

**Location**:Scarborough at 1050 McNicoll Avenue. This position requires the Customer Experience Manager to be on site Monday - Friday. Start time may be flexible i.e. 8am - 4pm / 9 - 5pm etc.

**ABOUT JAN-PRO**:
Jan-Pro is Canada’s largest and most trusted cleaning and disinfection service provider. Our success as a company is a result of the hard work and dedication of our Certified Business Owners (CBOs) as well as our talented team of forward-thinking support staff, all of whom display an unwavering commitment to delivering personal service built on innovative solutions, exceptional talent and operational excellence.

We are passionate about employing the best people in the industry. We are looking for a Customer Experience Manager to manage our Customer Experience Team (currently a team of 4 direct reports).

**OUR WORK ENVIRONMENT**:
Immerse yourself in a dynamic and contemporary office environment where innovation thrives. Our workspace offers a vibrant and lively atmosphere, fostering creativity and collaboration. As part of our commitment to your professional development, we provide growth opportunities and on-the-job training to help you excel in your career. Our work environment is secure and conducive to your well-being, with a strong emphasis on safety. Join our team and experience the synergy of an office setting that combines growth, training, safety, and a lively atmosphere for a fulfilling and rewarding work experience.

**BENEFTIS**:
Experience the perks of being part of our team:

- **Casual Dress**: Casual but professional dress policy. Jackets and ties not required
- **Devices**: Company laptop will be provided.
- **Company Events**: Join in on the fun and camaraderie at our exciting company events, fostering team spirit and connection.
- **Benefits**: Health Benefits upon successful completion of probationary period (90 days)
- **RRSP**: Company administered RRSP Plan upon successful completion of probationary period (90 days)
- **Bonus**: Revenue Growth Bonus
- **On-Site Parking**: Benefit from on-site parking when at the office.
- **Paid Time Off**: Achieve a healthy work-life balance with paid time off to relax, recharge, and pursue personal interests.
- **Tuition Reimbursement**: Invest in your education and professional growth with our tuition reimbursement program.

**YOU ARE**

You are highly motivated, enthusiastic, outgoing individual with outstanding communication skills and pay great attention to detail. You are self-directed and able to work independently when required but you are a collaborative, team player. You are confident in your abilities and love speaking with customers. You work with integrity and are trustworthy, responsible and accountable. You are a confident and supportive leader with strong communications skills. You will play a key role in the implementation of a new CRM system so you must have a strong understanding of CRM systems.

**DUTIES AND RESPONSIBILITIES**:
The Customer Experience Manager will be responsible for a range of tasks including, but not limited to:
**Customer Service Responsibilities**
- Ensure all Customers (Contract & Franchisee) have a positive experience with Jan-Pro
- Work effectively with all departments - ensure positive relationships are built, maintained and interdepartmental issues are resolved quickly and effectively
- Maintain ownership of issues and tasks while utilizing other areas of the Organization to complete tasks in a timely and effective basis
- Utilize systems and data resources to analyze and determine source of issues and prevent repeat problems
- Achieve lower than the Jan-Pro system account loss
- Work with all departments to collectively achieve company “net gain” goals
- Customer Service Tasks
- New Customer/Account Set-up and Offers
- Receive and Log Customer Requests and Complaints
- Process Changes of Service to Customers
- Schedule and Ensure Proper Documented Walkthroughs
- Customer Quality Checks - develop resolution plans in conjunction with Operations
- Resolve/Process Cancellations in a most productive manner
- Customer Service Calls
- Manage and execute the annual Consumer Price Index process

**New Business Development**:

- Promptly handle inbound sales inquiries and convert to appointments
- Provide guidance to the Digital Marketing Specialist

**Reporting**:

- Prepare and present weekly and monthly Operational Key Measurements

**Technical Skills**:

- Proven ability to utilize following computer programs
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Experience in business operations
- Customer Service Management experience
- Customer Service Support Role
- Reporting and analytical capabilities
- Awareness, experience and high competency with operational technology (ie. efficiency tools)

**Perform