Job Title: Customer Service Manager

Status: Full Time

Work Location: 100% In Office – Delta, BC

Salary: $65,000 – $70,000

Job Overview

We are seeking an experienced Customer Service Manager to join our head office team in Delta, BC. This key role is important to our success, focusing on building strong client relationships while overseeing the customer service team that delivers exceptional service. If you are a natural leader with a passion for customer satisfaction and operational excellence, we encourage you to apply.

What You Will Be Doing:

1. Client Relationship Management
   1. Build and maintain strong, long-lasting relationships with clients, by resolving escalations.
   2. Communicate regularly with clients to ensure our performance meets their expectations and promptly address any concerns.
   3. Manage client work order KPI’s as part of the performance of service administrators.

2. Team Oversight
   1. Help select, train, and supervise our dedicated customer service team.
   2. Verify that all work orders are correctly inputted.
   3. Manage the scheduling of service team.
   4. Help to identify and create internal Service Team KPI’s.
   5. Aid with SOP Creation and maintenance.
   6. Develop customer service training.
   7. Execute customer service training for service administrations and operations members

3. Business Development
   1. Complete company business development assessments.
   2. Identify and pursue opportunities for growth within your existing client portfolio (e.g., additional services or locations).
   3. Contribute to new business initiatives and assist with proposals and bids for potential clients.

What You Bring:

• Master's degree (e.g., MBA, MBM)
• Proven experience in a client management, account management, or customer service leadership role.
• Demonstrated experience in developing and fostering a positive team environment, either with direct reports or external partners.
• Knowledge of the commercial cleaning or building maintenance industry is a strong asset.
• You must be able to successfully pass a Canadian Criminal Record Check (CCRC).

Key Skills:

• Exceptional communication and interpersonal skills, with the ability to manage difficult conversations constructively.
• Strong analytical and problem-solving abilities to address operational and client challenges effectively.
• Excellent organizational skills, with the ability to manage multiple priorities and clients simultaneously.
• A proactive and results-oriented mindset.

Work Environment:

• This is a full-time position and is 100% in-office role.
• The role may require travelling to client locations from time to time, to various client sites throughout British Columbia. A valid driver's license is required.
• This position follows standard office hours, but flexibility is necessary to accommodate client needs or operational matters that may arise outside of a typical 9-to-5 schedule.