Customer Experience Supervisor
Top Benefits
About the role
Job Title: Customer Experience Supervisor
Location: Saskatoon, SK
Type: Full-Time
Reports To: Customer ExperienceManager
Overview
Centennial Plumbing, Heating & Electrical is hiring a Customer Experience Supervisor to help lead our Communication Centre team and deliver exceptional client experiences from first call to confirmed appointment.
As a core part of our front-line supervisor, you’ll work hands-on with Customer Service Representatives to support daily operations, and maintain high standards for accuracy, empathy, and efficiency. You'll also play a key role in achieving team goals through daily planning, proactive outbound efforts, and consistent follow-up.
What You’ll Own -Team Support & Leadership
- Provide real-time support to CSRs throughout the day
- Foster a culture of responsiveness, professionalism, and care
- Support team onboarding, job shadowing, and internal training initiatives
- Seasonal staffing planning, shift coverage, and recruitment efforts
Daily Operations
- Monitor inbound and outbound call activity, ensuring KPIs are consistently met
- Ensure minimum call board goals are filled daily by directing CSR's and performing inbounds/outbounds calls
- Review bookings for accuracy and completion of all required client information
- High-priority customer issues directly
- Work closely with dispatch, sales, and install teams to manage scheduling constraints
Performance & Process
- Maintain and reinforce clearly defined booking, call handling, and follow-up procedures
- Collaborate in developing training resources and SOP updates
You Might Be a Fit If You…
- Have 2+ years of experience in a home services customer service or CSR role or 5+ years customer service or CSR role
- Have supported or supervised a team in a fast-paced, customer-facing environment
- Are naturally organized and confident leading others through change or challenge
- Are comfortable with software like ServiceTitan or willing to learn
Why Join Centennial
- Competitive wages and full benefits package
- A people-first, growth-focused company culture
- Opportunity to develop into a future management role
- Locally owned and operated with deep roots in the Saskatoon community
Position Details
Full-Time Role: Based in-office in Saskatoon, Monday to Friday. Some flexibility may be required during high-volume periods.
Job Type: Full-time
Benefits:
- Casual dress
- Company events
- Life insurance
- On-site parking
- Profit sharing
- Store discount
Work Location: In person
About Centennial Plumbing, Heating & Electrical
The Friendliest & Most Reliable Plumbing & Heating Technicians in Saskatoon
In 1967, Centennial Plumbing, Heating & Electrical opened its doors as a retail store that has quickly earned the trust of residents throughout Saskatoon for providing great DIY advice for any of their home service needs such as plumbing and heating. As the times changed, the company changed too and expanded into in-home services. Today, our technicians not only provide knowledgeable advice, we also repair, replace, and maintain the equipment that homeowners can't work on themselves. From plumbing to heating and cooling, electrical systems, and home renovations, our team can ensure a job done right every time.
Customer Experience Supervisor
Top Benefits
About the role
Job Title: Customer Experience Supervisor
Location: Saskatoon, SK
Type: Full-Time
Reports To: Customer ExperienceManager
Overview
Centennial Plumbing, Heating & Electrical is hiring a Customer Experience Supervisor to help lead our Communication Centre team and deliver exceptional client experiences from first call to confirmed appointment.
As a core part of our front-line supervisor, you’ll work hands-on with Customer Service Representatives to support daily operations, and maintain high standards for accuracy, empathy, and efficiency. You'll also play a key role in achieving team goals through daily planning, proactive outbound efforts, and consistent follow-up.
What You’ll Own -Team Support & Leadership
- Provide real-time support to CSRs throughout the day
- Foster a culture of responsiveness, professionalism, and care
- Support team onboarding, job shadowing, and internal training initiatives
- Seasonal staffing planning, shift coverage, and recruitment efforts
Daily Operations
- Monitor inbound and outbound call activity, ensuring KPIs are consistently met
- Ensure minimum call board goals are filled daily by directing CSR's and performing inbounds/outbounds calls
- Review bookings for accuracy and completion of all required client information
- High-priority customer issues directly
- Work closely with dispatch, sales, and install teams to manage scheduling constraints
Performance & Process
- Maintain and reinforce clearly defined booking, call handling, and follow-up procedures
- Collaborate in developing training resources and SOP updates
You Might Be a Fit If You…
- Have 2+ years of experience in a home services customer service or CSR role or 5+ years customer service or CSR role
- Have supported or supervised a team in a fast-paced, customer-facing environment
- Are naturally organized and confident leading others through change or challenge
- Are comfortable with software like ServiceTitan or willing to learn
Why Join Centennial
- Competitive wages and full benefits package
- A people-first, growth-focused company culture
- Opportunity to develop into a future management role
- Locally owned and operated with deep roots in the Saskatoon community
Position Details
Full-Time Role: Based in-office in Saskatoon, Monday to Friday. Some flexibility may be required during high-volume periods.
Job Type: Full-time
Benefits:
- Casual dress
- Company events
- Life insurance
- On-site parking
- Profit sharing
- Store discount
Work Location: In person
About Centennial Plumbing, Heating & Electrical
The Friendliest & Most Reliable Plumbing & Heating Technicians in Saskatoon
In 1967, Centennial Plumbing, Heating & Electrical opened its doors as a retail store that has quickly earned the trust of residents throughout Saskatoon for providing great DIY advice for any of their home service needs such as plumbing and heating. As the times changed, the company changed too and expanded into in-home services. Today, our technicians not only provide knowledgeable advice, we also repair, replace, and maintain the equipment that homeowners can't work on themselves. From plumbing to heating and cooling, electrical systems, and home renovations, our team can ensure a job done right every time.