National Customer Experience Manager

🕒 August 11

🇨🇦 Canada – Remote

💵 $80k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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