Customer Experience Lead

“PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! “ 

The Opportunity:

We are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help.

We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.

The Role:

The Customer Experience Lead (known internally as Dealer Experience Lead) is the connection between our incredible software solutions team and our customers’ success stories. With our 99% retention rate, they will help lead the charge in ensuring every interaction leaves our customers not just satisfied but inspired by our unique approach. They will help customers navigate PBS throughout their journey, ensuring their seamless integration, unparalleled support, and unwavering brand loyalty.

This position is based in our Calgary Head Office and is NOT a remote or Hybrid opportunity.

Duties and Responsibilities

• Welcome and onboard customers, ensuring a smooth onboarding experience for new customers by providing guidance and support throughout the process.
• Service as a primary contact, acting as a consistent point of contact for new customers, ensuring a high level of service delivery across all departments.
• Handle customer inquiries, responding promptly and professionally to customer inquiries through various communication channels, coordinating with relevant teams as needed.
• Assist customers in overcoming concerns and complaints by swiftly finding mutually beneficial solutions that align with PBS standards.
• Facilitate seamless collaboration with internal teams to promptly assist customers in overcoming concerns, ensuring timely and satisfactory outcomes through efficient problem-solving.
• Collect and utilize feedback, gathering customer feedback to identify areas for improvement in products, services, and customer interactions.
• Proactively engage customers, fostering positive relationships with customers by engaging proactively, ensuring their needs are met and concerns are addressed.
• Maintain customer relationships, cultivating ongoing relationships with both new and existing customers, ensuring their continued satisfaction and loyalty.
• Develop and maintain a profound understanding of PBS products and services to better cater to customer needs with precision and effectiveness.
• Facilitate customer satisfaction through collaboration and engagement with various departments, to identify and fulfill customer needs, ultimately fostering strong customer retention rates.
• Follow up with customers, conducting post-interaction follow-ups to gather feedback and ensure customer expectations are met or exceeded.
• Enforce company standards, upholding company processes and procedures related to customer service, ensuring consistency and quality in all interactions.
• Collaborate with other teams to recommend process improvements, providing recommendations and plans for process enhancements, to optimize efficiency and customer satisfaction.
• Maintain records, keeping accurate and detailed records of customer interactions, feedback, and resolutions by utilizing various software tools such as the HubSpot CRM.

Qualifications

• Bachelor’s Degree (or equivalent) in Marketing, Business, Communications, or Information Systems is required.
• A minimum of 3 years of experience in related fields such as sales, marketing, customer service or customer experience is required.
• Computer proficiency in Microsoft Office, a quick learner, and technologically savvy.
• Passion for delivering exceptional customer experiences with a commitment to exceeding customer expectations.
• Exceptional communication skills in English (French proficiency is an asset), with a strong sense of enthusiasm, charisma, and professionalism.
• Strong business acumen with the ability to link business objectives to key performance indicators (KPIs).
• Ability to work collaboratively in both team and independent settings.
• Strong problem-solving skills with the ability to handle difficult situations positively and professionally.
• Flexible and fast learner who thrives in a constantly changing work environment.
• Active listening skills and the ability to empathize with customers to understand their needs and concerns.
• Excellent attention to detail, outstanding prioritization, and organizational skills.
• Excellent time-management skills to handle multiple tasks efficiently.
• Excellent interpersonal skills with a positive contribution to team communication and dynamics.
• Experience in the automotive or dealership industry is an asset.
• Knowledge of CRM tools such as HubSpot is an asset.
• Travel up to 1 week per month may be required.
• Occasional Saturday and/or Sunday work may be required.

What we offer:

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• Free parking
• Staff events
• Great referral bonus
• Staff discounts with GM, Dell, Goodlife and more

Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder.

PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.