Director of Customer Success

Department:

Dental

Location:

Calgary – AB, Calgary – AB

Position:

Full-Time

Position Details:

DIRECTOR OF CUSTOMER SUCCESS

The Aurum Group is seeking a candidate with Customer Excellence experience to join our expanding team in Calgary, AB. The ideal candidate must have exceptional customer service experience and time management skills. The primary responsibility of the Director of Customer Success is to ensure all customer inquiries, both internal and external, are handled thoroughly, thoughtfully and in a timely manner.

We are a full-service dental company, with high quality dental labs across Canada and U.S.A. We offer competitive salary package, benefits, paid vacation, pension plan and an exciting career in the dental industry.

Performance Requirements & Expectations:

Provide white glove service – internally and externally
Develop and implement customer service policies and procedures
Define and communicate customer service standards
Direct the daily operations of the customer success team
Ensure the necessary resources and tools are available for quality customer service delivery
Review and resolve customer complaints
Track customer issues in PowerBI
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service gaps
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management in all locations to support and implement growth strategies
Co-ordinate and manage customer success projects and initiatives
Evaluate and performance manage staff
Identify and address staff training and coaching need

Skills & Qualifications:

Relevant bachelor’s degree
Experience n the service industry, hotel, restaurant, or retail would be a definite asset
Customer service experience
Supervisory experience
In-depth knowledge of customer service principles and practices
Competent with customer service software, databases, CRM tools, and PowerBI
Current with relevant technology trends and applications
Proficiency in MS Office applications
Experience in use of social media platform
Superior communication skills
Customer service focus
Supervisory skills
Analytical with a focus on problem-solving
Decision-making
Planning and executing
Initiative
Flexibility
Presentation skills
Stress tolerance

Why Should You Apply?

Competitive salary
Comprehensive Company Benefits
Company Pension Plan
An exciting career in the dental industry
Further education opportunities to advance your skills

Interested in Applying?

Fax resume in confidence to Attention:Human Resources at 1-866-237-9442
Email your resume and cover letter to careers@aurumgroup.com with Subject line: Employment Inquiry

We thank all candidates in advance for their interest; however, only applicants being considered for a position will be contacted. All resumes will be held in accordance with our privacy policy and will not be shared or distributed to any outside parties. We will not contact any current/previous employer without consent from candidate.

Our printable application form is available for viewing in Acrobat PDF format by clicking the links below (free Adobe Acrobat Reader is required):