Summary Of The Role
At YORK1, we are committed to delivering a turnkey exceptional customer experience. As the Senior Manager, Customer Service, you will lead a high-performing team, drive service excellence, and ensure every customer interaction reflects our commitment to quality, care and speed. This role is ideal for a strategic, hands-on leader with a passion for operational efficiency and customer satisfaction. You will work cross-functionally with teams like Sales, Operations, and Dispatch to elevate the customer journey and foster a culture of service excellence.
Job Responsibilities
Essential Duties and Responsibilities include, but are not limited to the following alongside the Senior Director, Sales:
Customer Service Operations – 65%
- Oversee day-to-day operations of the Customer Service team, ensuring timely, effective resolution of customer inquiries and concerns.
- Develop and execute service strategies that enhance customer satisfaction, loyalty, and retention.
- Collaborate with Sales and Operations to streamline processes and drive end-to-end service improvements.
- Monitor service levels and key metrics (e.g., response time, resolution rates, CSAT), implementing improvements as needed.
- Leverage customer insights and data analytics to proactively address pain points and service gaps.
Team Leadership & Development – 20%
- Lead, coach, and develop a high-performing customer service team with a strong focus on employee engagement and performance.
- Deliver regular training to support continuous improvement in service delivery and technical skills.
- Conduct performance reviews, provide actionable feedback, and guide professional development.
- Manage scheduling, time-off approvals, and workload distribution to ensure optimal team coverage.
- Champion a customer-first culture through consistent modeling of service excellence.
Customer Issue Management – 10%
- Act as the primary escalation point for complex or high-impact customer concerns.
- Work closely with internal teams to investigate issues, identify root causes, and implement long-term solutions.
- Lead the creation and execution of contingency plans for service disruptions or urgent customer matters.
Reporting & Continuous Improvement – 5%
- Analyze service metrics to track performance trends and identify opportunities for improvement.
- Provide weekly and monthly reporting to leadership, with actionable insights and actionable recommendations.
Job Requirements
- Bachelor’s degree in business administration, Management, or related field preferred.
- Minimum of 7 years of progressive customer service experience, including 3+ years in a leadership role, leading, coaching and mentoring a team of professional customer service professionals.
- Industry experience in infrastructure, environmental services, or a similar operational environment is an asset.
- Proven track record of implementing customer service strategies that drive measurable improvements.
Other Skills And Abilities
- Strong leadership and team-building abilities.
- Excellent communication and interpersonal skills.
- High emotional intelligence with a customer-focused mindset.
- Skilled in problem-solving, decision-making, and managing escalations.
- Proficient in CRM systems, Microsoft Office Suite, and customer service technologies.
- Highly organized with the ability to manage multiple priorities in a fast-paced setting.
WHY JOIN YORK1
At YORK1, we are committed to building a sustainable future through innovation and excellence in environmental and infrastructure services. Our team is at the heart of our success, driving impactful projects that shape communities across North America. We offer a dynamic work environment where collaboration and continuous improvement are valued, providing our employees with opportunities for growth and development. Joining us means that you will be of a forward-thinking organization that prioritizes safety, integrity, and making a positive difference in the communities we serve.
