Job Summary: 

• Provide clear and structured oversight of the OEM customer care department to ensure OEM customer compliance.
• Ensuring each OEM customer portal is maintained and updated according to the specific OEM customer SLA.
• Provide daily, weekly, and monthly reports to specific OEM customers based on customer requirements.
• Provide exceptional service and support to both internal and external customers via all channels. 
• Provide technical and warranty support for all TH TBC products. 
• Identify and resolve customer technical needs efficiently.
• Disseminate written policies and procedures relative to each customer's requirements and provide guidance and support to the team when needed
• Identify areas of improvement on processes and/or procedures and provide recommendations to leadership.
• Collect, analyze and report Call Center statistics.
• Monitor and improve the handling of the high volume of incoming customer calls.

Skills on Resume: 

• Customer Compliance Management (Hard Skills)
• SLA Management (Hard Skills)
• Reporting and Analysis (Hard Skills)
• Customer Service Excellence (Soft Skills)
• Technical Support (Hard Skills)
• Problem Resolution (Soft Skills)
• Policy Development (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Respond to a high volume of email inquiries with accuracy in CRM Service Cloud. 
• Verify that software technology is in place to adequately provide oversight and monitoring in all required areas.
• Achieve established goals or deadlines set for the department via key team performance metrics.
• Prepare periodic reports concerning department activities, issues, quality, schedules, etc.
• Conduct periodic internal reviews or audits to ensure compliance.
• Manage, develop, coach, and lead a growing Customer Service department to maintain high customer service standards.
• Plans, staffs, evaluates and directs the work of employees of a work unit driving and ensuring a positive culture.
• Respond timely to the high volume of call and email inquiries daily.
• Generate, review, and monitor sales orders. 
• Review reports for stockouts and expedite open orders to fulfill production schedule.

Skills on Resume: 

• Email Inquiry Management (Soft Skills)
• CRM Oversight (Hard Skills)
• Goal Achievement (Soft Skills)
• Report Preparation (Hard Skills)
• Compliance Auditing (Hard Skills)
• Team Leadership (Soft Skills)
• Positive Culture Development (Soft Skills)
• Sales Order Management (Hard Skills)

Job Summary: 

• Collaborate across the business, from Sales through Production and Fulfillment to ensure exceptional customer service.
• Continual and proactive communications with production, sales, and supply chain teams to inform of risks and opportunities related to forecasted and non-forecasted orders and recommend alternatives and process improvements.
• Monitors and evaluates improvements to company systems and processes that support Customer Care
• Managing and motioning supplier approval questionnaires, logging information correctly into the system and distributing out to the appropriate parties.
• Managing customer-specific requirements and samples to ensure all documentation is correct
• Responsible for all documentation from the time the order is created, produced, and shipped and provide updates to customer
• Work alongside finance to notify customers who have outstanding balances and set up credit applications.
• Provide daily interaction and information sharing with customers to ensure satisfaction with products and services.
• Responsible for coordinating customer service activities to service customer contracts and orders.
• Develop, onboard and maintain effective business relationships with current and potential customers 
• Be the lead contact for customer product requests and inquiries in a timely fashion

Skills on Resume: 

• Cross-Department Collaboration (Soft Skills)
• Proactive Communication (Soft Skills)
• Process Improvement Monitoring (Hard Skills)
• Supplier Management (Hard Skills)
• Documentation Accuracy (Hard Skills)
• Customer Account Management (Hard Skills)
• Customer Interaction (Soft Skills)
• Relationship Development (Soft Skills)

Job Summary: 

• Management of inbound consumer complaints/requests 
• Lead the management of consumer and retail complaints/requests, guide the development of effective escalation processes
• Ensure process compliance as per defined policy and guarantee instant follow-up on consumer opportunities.
• Manage 3rd party call center provider, manage vendors to drive key metrics on a constant level, plan the budget, define business forecast, staff and agent training
• Define metrics to achieve and control operational precision and flawless execution.
• Evaluate 3rd party support, monitor the quality of the customer service center and transfer learnings into training.
• Make sure that call center staff is fully aware of all ongoing programs and processes
• Lead team to ensure and establish consistent and efficient knowledge management.
• Monitoring after-sales business processes in physical touchpoints and new services implementation
• Ensuring standard warranty policies alignment and application in all channels, identifying any criticalities and deviations.

Skills on Resume: 

• Complaint Management (Soft Skills)
• Escalation Process Development (Hard Skills)
• Process Compliance (Hard Skills)
• Vendor Management (Hard Skills)
• Operational Metrics Definition (Hard Skills)
• Quality Monitoring (Hard Skills)
• Knowledge Management Leadership (Soft Skills)
• Warranty Policy Alignment (Hard Skills)

Job Summary: 

• Provide the necessary technical expertise and act as an SME to support projects
• Address plan members and regulatory issues and initiatives pertinent to the prior authorization and/or appeals unit.
• Ensure processes, procedures, work instructions, job aids and training are in place and maintained.
• Work across boundaries with other lines of business.
• Ensure department leadership team and staff understand and execute all operational and business requirements.
• Follow and create all quality guidelines for functional team
• Implement performance metrics and work with leadership to determine best business outcomes
• Manage team hours, including clocking in/out, PTO, vacation time, etc.
• Promote and participate in employee Engagement
• Actively participate in the hiring and development of support and mentor staff members

Skills on Resume: 

• Technical Expertise (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Process Documentation (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Operational Requirement Execution (Hard Skills)
• Quality Guideline Implementation (Hard Skills)
• Performance Metrics Management (Hard Skills)
• Team Development and Mentoring (Soft Skills)

Job Summary: 

• Champion a world-class team of unique individuals who deliver an unmatched customer experience
• Lead the concierge team and seek solutions and results that create a high-performing work environment
• Monitor customer satisfaction and implement actions to improve results
• Run daily morning and evening team huddles
• Run contests and find ways to motivate, inspire, and keep the team connected (remotely and/or in person)
• Ensure all inbound phone calls, texts, and emails in the Concierge Desk team’s inbox are distributed to staff and are returned within SLAs
• Second-voicing on escalations with agents and consumers
• Use operational reports to make data-driven decisions around performance management, coaching, career pathing, and development of the Customer Service Representative and leaders on team
• Ensure that regular performance reviews and feedback are provided regularly to all levels of employees to ensure a highly engaged workforce
• Balance lead flow and task assignment across the concierge team

Skills on Resume: 

• Customer Experience Leadership (Soft Skills)
• High-Performing Team Development (Soft Skills)
• Customer Satisfaction Monitoring (Hard Skills)
• Team Huddle Facilitation (Soft Skills)
• Motivational Strategies (Soft Skills)
• SLA Compliance Management (Hard Skills)
• Data-Driven Decision Making (Hard Skills)
• Performance Review Execution (Hard Skills)

Job Summary: 

• Works closely with the Customer Care leadership team to interview potential candidates and to coach, train, and/or develop employee talent and skills in a manner that ensures employee growth and satisfaction and seeds organizational growth. 
• Conducts performance management, feedback and motivation, coaching, corrective action, rewards and recognition and timekeeping.  
• Approves termination recommendations. 
• Leads short and medium-term operational planning incorporating the overall impacts of business development and processes on service delivery, staffing, and processes. 
• Works closely with the Customer Care leadership team to monitor service performance with a focus on quality as well as the customer's experience, confidence, and loyalty. 
• Develops and manages budget including monthly financial activity-based costing (ABC) reporting and other reporting requests based on business partner expectations. 
• Requests for and participates in projects and business initiative planning and implementation with multiple departments, business partners, and vendors, especially related to the development of service tools. 
• Drives great relationships with other internal teams. 
• Intervenes in situations where a customer requests escalated assistance, a customer care associate needs additional support, or an internal customer requests assistance. 
• Talks directly with customers in emotionally challenging situations to address their anxiety and resolve their requests.
• Leads regular service reviews with the regional service managers in a manner that supports and improves relationships with their distribution partners. 

Skills on Resume: 

• Talent Development (Soft Skills)
• Performance Management (Hard Skills)
• Operational Planning (Hard Skills)
• Service Quality Monitoring (Hard Skills)
• Budget Management (Hard Skills)
• Project Participation (Soft Skills)
• Relationship Building (Soft Skills)
• Customer Escalation Resolution (Soft Skills)

Job Summary: 

• Lead customer care efforts dedicated to managing and improving customer satisfaction
• Manage a team of Account Specialists responsible for account and order management
• Establish and implement performance and service standards
• Coordinate development and implementation of Standard Operating Procedures (SOPs) for Account Specialists
• Resolve complex customer issues that escalate beyond the Account Specialists
• Analyze customer care data (NPS) and take actions to improve customer satisfaction results and scores
• Own and address customer complaints and warranty claims, and processes for each
• Advocate for the customer in plant production meetings
• Facilitate expedite requests
• Pre-Order, Premium, Hold All Work, Change Orders
• Expedite Planners when out-of-stock conditions are going to affect delivery performance

Skills on Resume: 

• Customer Satisfaction Leadership (Soft Skills)
• Team Management (Soft Skills)
• Performance Standard Implementation (Hard Skills)
• SOP Development (Hard Skills)
• Complex Issue Resolution (Soft Skills)
• Customer Care Data Analysis (Hard Skills)
• Complaint and Warranty Management (Hard Skills)
• Production Advocacy (Soft Skills)

Job Summary: 

• Leading team of customer service associates
• Ensuring sufficient staffing at key times
• Identifying ways to improve customer experience through technology solutions, improvements to processes, and changes to policies
• Establish KPIs and Metrics, as well as assess and up-level team
• Implement new mechanisms like chat, self-serve help, autoresponders
• Advocating for customers as issues arise
• Helping prevent fraudulent credit card transactions
• Conveying the Crowd Cow mission of convenience, friendliness, and providing only the best service to customers
• Replying to customer inquiries efficiently and with a positive attitude
• Quickly extracting and organizing data from customer inquiries into solutions
• Coordinating with cross-functional teams to ensure unforeseen issues are fixed immediately and alert appropriate team members of potential issues that might arise

Skills on Resume: 

• Team Leadership (Soft Skills)
• Staffing Management (Hard Skills)
• Customer Experience Improvement (Soft Skills)
• KPI and Metric Establishment (Hard Skills)
• Technology Implementation (Hard Skills)
• Customer Advocacy (Soft Skills)
• Fraud Prevention (Hard Skills)
• Data Organization (Hard Skills)

Job Summary: 

• Ensures the builder complies with all current warranty program procedures and guidelines in a timely and accurate fashion
• Conducts random pre-close house inspections to ensure workmanship and finishes meet standards
• Participates in the design, rollout and implementation of special projects
• Maintains a culture of quality workmanship within the department and with trades when resolving warranty claims
• Accountable for the achievement of Calgary MasterCare performance targets as set out in the Business Plan
• Accountable for ensuring alignment with construction across sites
• Reviews and tracks trends in home buildings, and implements action plans and solutions
• Develops Customer Service excellence procedures to be shared with trades
• Reviews and approves work orders, invoices, back charges and cheque requisitions coming from all inspectors and trades
• Acts as a representative for Minto on legal issues when going to arbitration and/or small claims court 

Skills on Resume: 

• Warranty Compliance (Hard Skills)
• Quality Inspection (Hard Skills)
• Project Implementation (Hard Skills)
• Quality Workmanship Culture (Soft Skills)
• Performance Target Accountability (Hard Skills)
• Construction Alignment (Hard Skills)
• Customer Service Procedure Development (Hard Skills)
• Legal Representation (Soft Skills)

Job Summary: 

• Accountable for ensuring MasterCare adheres to health and safety standards and a healthy, safe work environment
• Reviews and modifies warranty program following Warranty program guidelines
• Assists in decision-making as it relates to the Alberta Building Code and quality control issues
• Review any escalated issues or after-hour emergencies for homeowners 
• Assesses recommendations made by MasterCare staff and the evaluation of business partners
• Provides performance summaries and recommendations to the VP of Construction on homeowner or customer service issues
• Addresses all escalated MasterCard issues including representation at conciliations if necessary
• Develops business intelligence and the customer experience
• Builds, manages, and maintains a high-performance team through effective talent recruitment, coaching, and development
• Sets high standards, establishes accountabilities and measures performance consistent with Minto’s Values
• Hires staff, conducts performance management and salary reviews for the team

Skills on Resume: 

• Health and Safety Compliance (Hard Skills)
• Warranty Program Management (Hard Skills)
• Building Code Decision-Making (Hard Skills)
• Emergency Issue Review (Soft Skills)
• Performance Evaluation (Hard Skills)
• Escalated Issue Resolution (Soft Skills)
• Business Intelligence Development (Hard Skills)
• Talent Management (Soft Skills)

Job Summary: 

• Coordinates and attends kick-off meetings to discuss service offerings, and obtain pertinent information from the facility for the implementation phase.
• Attends implementation exit meetings and provides a report on the implementation phase.
• Maintains and executes a systematic client relationship program after contract signing and provides ongoing client support beyond implementation.
• Performs site visits twice a month or on a schedule otherwise determined and/or mutually agreed upon with the client. 
• Completes client service reports to communicate the status of the facility to the appropriate Rexall Support Centre department following each site visit.
• Communicates frequently and effectively with clients to report progress, establish priorities, establish mutual goals and objectives, enhancements, clinical/financial initiatives, and maintain positive client satisfaction and business relationships.
• Respond to client requests promptly and utilize the escalation process when necessary.
• Defines problem resolution utilizing the RHS District Manager to improve processes that will achieve client satisfaction and retention.
• Ensure that effective technological product improvement systems are in place to meet the short and long-term objectives by working with IT and the Operations team.
• Provide project support for program enhancements and company initiatives.

Skills on Resume: 

• Client Coordination (Soft Skills)
• Implementation Reporting (Hard Skills)
• Client Relationship Management (Soft Skills)
• Site Visit Execution (Hard Skills)
• Status Communication (Hard Skills)
• Client Communication (Soft Skills)
• Problem Resolution (Soft Skills)
• Project Support (Hard Skills)

Job Summary: 

• Analyzes and identifies risks at residential facilities and escalates to the reporting manager.
• Completes home audits in compliance with accredited Federal/Provincial laws.
• Provides overall support to the Customer Care Team and communicates effectively with team members and all departments.
• Responsible for transitioning new homes from competitors to RHS.
• Attends tradeshows and assists marketing functions
• Conducts Quarterly Business Reviews and communicates results appropriately.
• Update lead times for assigned products based on customer and market requirements
• Identify and lead cross-functional business process improvements to improve customer satisfaction
• Support Material Cost Out initiatives as assigned
• Support Excess and Obsolete initiatives as assigned

Skills on Resume: 

• Risk Analysis (Hard Skills)
• Compliance Auditing (Hard Skills)
• Team Support (Soft Skills)
• Transition Management (Hard Skills)
• Marketing Support (Soft Skills)
• Business Review Communication (Soft Skills)
• Lead Time Management (Hard Skills)
• Process Improvement Leadership (Soft Skills)

Job Summary: 

• Lead the Global Customer Care team to achieve customer satisfaction and operational goals through effective planning, data analysis, coaching, and performance management
• Manage metrics, performance criteria, policies and procedures to continuously improve productivity
• Lead continuous improvement of agent performance by effectively planning, analyzing and interpreting agent performance data, coaching and training to defined outcomes and measuring changes over time
• Develop and re-evaluate on an ongoing basis guidelines and best practices for maintaining best-in-class service to candidates and members, make recommendations for improvements to senior leadership, and implement on an as-needed basis
• Partner with the Global QA manager and Training Manager to develop and implement individual agent learning plans. 
• Helps agents understand the performance bar and supports them to reach it.
• End-to-end case management of NDIS customers including conducting needs assessments and identifying person-centered solutions
• Manage individual customer budgets to enable choice and empowerment
• Work closely with the SA team to ensure delivery of timely, quality services
• Engage with customers in the community and liaise with external providers

Skills on Resume: 

• Customer Satisfaction Leadership (Soft Skills)
• Performance Management (Hard Skills)
• Data Analysis (Hard Skills)
• Continuous Improvement Coaching (Soft Skills)
• Service Guidelines Development (Hard Skills)
• Learning Plan Implementation (Hard Skills)
• Case Management (Hard Skills)
• Community Engagement (Soft Skills)

Job Summary: 

• Transform the Customer Care department providing leadership and direction to unify a team of customer service representatives related to order entry, quotes, field service, aftermarket support and customer inquiries
• Gain insight into customer expectations and integrate them into daily customer engagement activities
• Define and manage Key Performance Indicators (KPIs) performance
• Improve service delivery and cost-effectiveness, develop and manage the implementation of contingency plans to meet emergency or peak customer service needs
• Develop an understanding of key customer requirements and implement those requirements into the daily processes to improve the effectiveness of the organization
• Develop, manage and monitor division capacity and performance quality measures, evaluate customer trends
• Implement processes and communicate customer expectations to all parts of the organization
• Receive and respond to the escalation of customer correspondence and calls, drive initiatives to reduce the number of escalations, providing a “single face to the customer” creating a customer experience free of frustration and roadblocks
• Conduct and/or direct operational audits to ensure procedural and performance standards are met
• Improve the government contracting process by developing an understanding of key government contract requirements and a process to ensure compliance
• Develop a strong working relationship with Sales and Operations to support their needs

Skills on Resume: 

• Team Leadership (Soft Skills)
• Customer Insight Integration (Soft Skills)
• KPI Management (Hard Skills)
• Service Delivery Improvement (Hard Skills)
• Capacity and Performance Monitoring (Hard Skills)
• Process Implementation (Hard Skills)
• Escalation Management (Soft Skills)
• Operational Auditing (Hard Skills)