O’Dell HVAC Group is a well-established HVAC equipment representative, partnering with engineers, building owners, and contractors throughout Canada.

Competitive

Salary & Profit Sharing – We recognize and reward contributions to our success.

Comprehensive

Benefits, Health Spending Account, & RRSP Plan – We invest in your well-being and future.

Professional

Development – We support continuous learning and career growth for all roles. Company-Wide Holiday Shutdown – Enjoy paid time off during the holiday season.

Summer

Fridays! – Wrap up early on summer afternoons! We are seeking aNational Customer Experience Manager to build and lead a consistent customer-experience model across each of our regions in Canada. This is a hands-on role for someone who can improve processes, influence teams across departments and create a responsive, human and scalable customer experience.

Reporting to the Director, Marketing, the successful candidate will serve as a key cross-functional partner, working collaboratively with regional and national leaders to champion customer-centric practices and continuous improvement across the business. This position is considered fully remote at this time; As we continue to expand our presence in the Alberta and Prairies region, the successful candidate may be required to transition to a hybrid or office-based work arrangement in Calgary in the future. Develop and implement a national customer-experience model across O’Dell’s branches and regions.

Assess how customer inquiries are currently managed across departments and identify gaps or inconsistencies. Establish clear service standards, ownership, routing and escalation processes for phone, email, e-commerce and other customer channels. Reduce missed calls, unnecessary transfers,



delayed responses and unowned customer issues.

Lead the assessment and rollout of O’Dell’s future inbound-call and customer-service platform and associated software. Support the integration of Zendesk with NetSuite, Shopify and other relevant systems. Build customer-service workflows, reporting, training materials and a centralized knowledge base.

Identify practical uses of AI for inquiry routing, call summaries, after-hours intake, quality monitoring and routine support. Monitor service performance, manage significant customer escalations and recommend ongoing process, technology and staffing improvements. A minimum of five (5) or more years of experience in customer experience, customer service, contact-centre operations, sales support, service operations or a related field.

Experience improving customer-facing processes across multiple departments or locations.

Experience with CRM, ticketing, customer-service or contact-centre platforms.

Experience with Zendesk, Shopify, NetSuite or similar systems is an asset.

Experience in a business-to-business, distribution, wholesale, HVAC or construction-related environment is an asset. Robust project-management, communication and problem-solving skills. Robust judgment when managing customer escalations and competing priorities.

French-language capability is an asset. At O’Dell HVAC Group,we may use AI-powered tools to support our recruitment process and improve efficiency, allowing our team to focus on what matters the most – getting to know our candidates. While AI may be utilized, all hiring decisions are made by our HR and management teams.

At O’Dell HVAC Group,we’reall about building a workplace where everyone can thrive.This job posting is for an existing vacancy. #

📌 Remote National Customer Experience Manager (Ottawa)
🏢 Bilinguallink
📍 Ottawa