Director, Customer Care and Telesales
Toronto , ON, CA
6d ago

Reports to : Vice President, Central Services

Reliance™ has been providing affordable, reliable home heating, cooling, hot water, water purification and plumbing products and services to Canadians for more than 50 years.

Our customers know they can count on us for fast, friendly, knowledgeable service and advice and that’s comfortable!

Every day, 2200 Reliance team members focus on delivering a great customer experience, attracting great talent and giving back to the communities where we live and work.

In 2018, we donated over $475,000 to United Way and $200,000 in product and services to Habitat for Humanity. This untiring dedication is what will drive profitable growth and help us fulfill our vision : to be the fastest growing and the largest provider of heating and cooling systems, and water heater, plumbing and water purification services in North America.

Reliance is a $750 million business today having doubled in size and team members over the last 5 years. We are proud to be recognized by Waterstone Human Capital Ltd.

as Canada’s 10 Most Admired Corporate Cultures, while our CEO Sean O’Brien was recognized as one of Canada’s most admired CEO’s, and a Glassdoor Best Places to Work’ winner.

Reliance is passionate about our team members’ growth and success, and we proudly offer a Technical Training Assistance Program, access to tuition reimbursement and additional paid apprentice leave for eligible team members.

Progressing team members’ careers helps us maintain our reputation of having the most knowledgeable technical Team Members in the HVAC industry.

Contact us today at R2 to learn more.

Position Summary : Oversees, and is responsible for ensuring excellence in every point of contact that the company has with each customer, regardless of the channel or transaction (sales, service, and collections).

Also responsible for oversight of the TeleServices team and retention strategy that advances the business goals of the organization, and develops a strong pipeline of sales leads.

Key Responsibilities :

  • Responsible for the creation, execution and management of the Reliance TeleServices Culture, Customer Care and Customer Experience.
  • Develop and implement strategic service business plans for increasing market share, revenue and retention. The Director will be co-

    responsible for the Company’s overall Call Centre service strategy.

  • Execute transactional excellence in every point of contact that the company has with each customer, from sales to service.
  • This will be achieved with a focus on service delivery quality through all customer interactions, maximization of customer service operations, and a focus on customer satisfaction and retention.

  • From a Telesales perspective, a fine balance between driving sales growth, service acumen and customer care must be achieved.
  • Create the environment requisite for all customer contact points to provide an exceptional and consistent customer experience.
  • The Director must drive both continuous operational and financial improvement on several levels throughout the enterprise.
  • Execute the balance of containing costs while significantly improving the time to resolve issues, create and improve customer satisfaction through both the Customer Experience as well as Net Promoter Score.
  • Identify opportunities and implement processes to dramatically reduce service call back and increase first call resolution results.
  • Provide regular input and direction toward the company’s online marketing and service strategy.
  • Act as a Point of Contact for all Customer Service activity in support of current and future acquisition activity.
  • Create and operate a customer self-service platform - overseeing significant project implementation of web, technical support and care self-service environments.
  • Negotiate contracts with vendors to meet our customer, efficiency and growth needs.
  • Provide for accurate and timely submission of all operations, financial, budgetary and key indicator reports, including financial metrics, productivity statistics, staffing ratios, and performance metrics.
  • Ensure excellence in operational efficiencies and overall quality through the measurement and monitoring of production, performance standards, staffing planning, and training and development.
  • Analyze and evaluate vendor centre operations to determine if productivity efficiency and quality standards are met. Propose and implement alternative vendors and / or service strategies where required.
  • Balance of Cost containment and support for growth must be met.

  • Develop and implement strategic sales and service business plans for increasing market share, revenue and retention.
  • Partner with Sales and Marketing to create / tailor programs that will drive greater leads and sales conversions across the business.
  • Develop a scalable business model that can be ramped up or down as required by your business partners and cycles.
  • Create and modify the scorecards and metrics that are used to track success of the unit and impact on organizational initiatives.
  • Skills, Abilities and Experience :

    Ideal candidates possess the following educational background and skill set :

  • Individual must have significant business acumen, an ability to strategize in a highly competitive, evolving environment, to deal with ambiguity as the industry, company, support systems and infrastructure accelerate their demand for service excellence.
  • Be a broad based strategic business Director with a minimum of 10 years’ experience, five of which will have been residing in a senior, multi-
  • location, multi-business unit, multi-channel customer service function. This experience will have been gained in an environment that is known for its sophisticated, pro-

    active customer solutions processes.

  • Be a broad based strategic business Director with a minimum of 10 years’ experience, five of which will have been residing in an Inbound / Outbound call centre driving increased leads and business.
  • This experience will have been gained in an environment that is known for its sophisticated, pro-active customer solutions processes.

  • Will have a solid foundation across many disciplines including systems, operations, marketing and finance and in particular- strategy.
  • An operations-oriented Director who is flexible, creative, collaborative and receptive to change.
  • Excellent problem-solving abilities are required, coupled with a strong business orientation and general pragmatism.
  • Forward thinking and able to foresee consequences of actions, recognizing risks and opportunities.
  • Ability to remotely manage effectively is required.
  • Able to earn the respect of his / her internal customer group, have outstanding personal presence and be a motivator of a large, diverse set of employees.
  • Superior interpersonal skills are required and the ability to relate well throughout the organization is a necessity.
  • Please note that this position requires a Criminal and Financial Background Check be completed for potential candidates.

    This check must be satisfactory in order for an employment offer to be extended unconditionally.

    Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.

    Accommodations are available on request for candidates taking part in all aspects of the selection process.

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