Customer Experience Supervisor

1 week ago

Saskatoon, Canada Centennial Plumbing, Heating & Electrical Full time

Job Title: Customer Experience Supervisor

Location: Saskatoon, SK

Type: Full-Time

Reports To: Customer ExperienceManager

Overview

Centennial Plumbing, Heating & Electrical is hiring a Customer Experience Supervisor to help lead our Communication Centre team and deliver exceptional client experiences from first call to confirmed appointment.

As a core part of our front-line supervisor, you’ll work hands-on with Customer Service Representatives to support daily operations, and maintain high standards for accuracy, empathy, and efficiency. You'll also play a key role in achieving team goals through daily planning, proactive outbound efforts, and consistent follow-up.

What You’ll Own -Team Support & Leadership
- Provide real-time support to CSRs throughout the day
- Foster a culture of responsiveness, professionalism, and care
- Support team onboarding, job shadowing, and internal training initiatives
- Seasonal staffing planning, shift coverage, and recruitment efforts

Daily Operations
- Monitor inbound and outbound call activity, ensuring KPIs are consistently met
- Ensure minimum call board goals are filled daily by directing CSR's and performing inbounds/outbounds calls
- Review bookings for accuracy and completion of all required client information
- High-priority customer issues directly
- Work closely with dispatch, sales, and install teams to manage scheduling constraints

Performance & Process
- Maintain and reinforce clearly defined booking, call handling, and follow-up procedures
- Collaborate in developing training resources and SOP updates

You Might Be a Fit If You
- Have 2+ years of experience in a home services customer service or CSR role or 5+ years customer service or CSR role
- Have supported or supervised a team in a fast-paced, customer-facing environment
- Are naturally organized and confident leading others through change or challenge
- Are comfortable with software like ServiceTitan or willing to learn

Why Join Centennial
- Competitive wages and full benefits package
- A people-first, growth-focused company culture
- Opportunity to develop into a future management role
- Locally owned and operated with deep roots in the Saskatoon community

Position Details

Full-Time Role: Based in-office in Saskatoon, Monday to Friday. Some flexibility may be required during high-volume periods.

**Benefits**:

- Casual dress
- Company events
- Life insurance
- On-site parking
- Profit sharing
- Store discount

Work Location: In person

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