National Customer Experience Manager

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O'Dell HVAC Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

O'Dell HVAC Group, founded in 1987, is a manufacturer's representative delivering no-compromise heating, ventilating & air conditioning (HVAC) equipment solutions. The company works with consulting engineers, contractors, and owners throughout Southern Ontario, servicing various markets such as Design Build and Bid/Spec. With a focus on fair and consistent pricing, O'Dell is dedicated to the success of every project, supported by a knowledgeable and professional staff. The company has locations in Toronto, Burlington, Waterloo, and London, providing HVAC&R equipment expertise and fully stocked warehouses across the region.

📋 Description

• Develop and implement a national customer-experience model across O’Dell’s branches and regions • Assess customer inquiry management across departments and identify gaps or inconsistencies • Establish service standards, ownership, routing, and escalation processes across phone, email, e-commerce, and other customer channels • Coordinate employees across departments to provide primary, backup, and overflow coverage • Reduce missed calls, unnecessary transfers, delayed responses, and unowned customer issues • Lead assessment and rollout of the future inbound-call and customer-service platform and associated software • Support integration of Zendesk with NetSuite, Shopify, and other relevant systems • Build customer-service workflows, reporting, training materials, and a centralized knowledge base • Identify practical uses of AI for inquiry routing, call summaries, after-hours intake, quality monitoring, and routine support • Monitor service performance, manage significant customer escalations, and recommend process, technology, and staffing improvements • Serve as a cross-functional partner to regional and national leaders, championing customer-centric practices and continuous improvement • Perform other applicable responsibilities as assigned

🎯 Requirements

• Minimum five (5) or more years of experience in customer experience, customer service, contact-centre operations, sales support, service operations, or a related field • Experience improving customer-facing processes across multiple departments or locations • Demonstrated ability to build structure, workflows, and accountability within a growing organization • Experience with CRM, ticketing, customer-service, or contact-centre platforms • Experience with Zendesk, Shopify, NetSuite, or similar systems is an asset • Experience in a business-to-business, distribution, wholesale, HVAC, or construction-related environment is an asset • Strong project-management, communication, and problem-solving skills • Ability to influence employees and managers across departments without direct reporting authority • Strong judgment when managing customer escalations and competing priorities • French-language capability is an asset

🏖️ Benefits

• Competitive Salary & Profit Sharing • Comprehensive Benefits • Health Spending Account • RRSP Plan • Professional Development • Company-Wide Holiday Shutdown with paid time off during the holiday season • Summer Fridays with early wrap-up on summer afternoons