Customer Experience Coordinator

On Side Restoration Services Ltd.; Canada; Remote; CAD 50,000 - 52,000; Full time

Job summary

A restoration services company is seeking a Customer Experience Coordinator to join its team. This fully remote role involves managing customer inquiries, training staff, and fostering a continuous improvement culture. Ideal candidates will excel in teamwork, have strong organizational skills, and be ready for flexible scheduling. The company offers a comprehensive benefits package including health coverage and employee assistance programs.

Benefits

Employee assistance program

RRSP matching

Comprehensive health plan

Diversity and inclusion initiatives

Qualifications

• Ability to adapt to rapidly changing needs and requirements.
• Manage multiple priorities and responsibilities effectively.
• Experience in coaching and motivating teams.

Responsibilities

• Handle calls and manage queues as a subject matter expert.
• Train and coach customer experience team members.
• Ensure escalations and complaints are dealt with immediately.
• Maintain communication with the team and organization.

Skills

Teamwork

Organizational skills

Coaching experience

Supervisory experience

Job description

This role is open to current On Side Restoration employees with at least 1 (one) year of continuous employment.

Application Deadline: Wednesday August 13th, 2025 / 5:00pm PST

Compensation: $50,000 – $52,000 / year (full-time / permanent)

The Job
On Side Restoration is looking for a Customer Experience Coordinator (CEC) to join our amazing customer experience team! This position is remote (home based) from any location On Side has a branch location.

The mission of the customer experience team is to ensure all customer inquiries are answered in a timely, professional, and friendly manner. The CEC supports the Customer Experience Agents by assisting the management team with training, coaching, managing, reporting, and measuring KPI’s.

The Customer Experience Coordinator is responsible for:

• Handling calls and manage queues, in the capacity of subject matter expert
• Working with Customer Experience Agents to foster a culture of continuous improvement
• Working to ensure escalations and complaints are dealt with immediately
• Training and coaching the customer experience team in the use of up-to-date technology
• Motivating and supporting the team in attaining KPI’s
• Maintaining strong communication lines with the team and throughout the organization
• Championing and maintaining strong customer service standards

What you bring:

• A knack for teamwork, flexibility to adapt to rapidly changing needs and requirements and the ability to get tasks done quickly and efficiently
• Strong organizational skills with the ability to manage multiple priorities and responsibilities, daily.
• Progressive coaching experience.
• Supervisory experience
• You genuinely like people and working with them to solve problems

Of Note:

• This role requires scheduling flexibility, including the ability to work weekends.
• We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. While there are no minimum or maximum time requirements, each team’s need for in-person connections will be different and there will be times you’ll join your colleagues at the office.

What’s in it for you?

We’re an established company in a growing industry and we need awesome people! We WANT you to be fulfilled by your work, we WANT you to enjoy the people you work with and we WANT to provide you with learning and advancement opportunities. We also love that we’re able to provide an employee assistance program, RRSP matching and a comprehensive health plan which includes extended medical (ex. chiropractic, massage, acupuncture, vision) dental, long-term disability (LTD) and life insurance. At On Side we work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.
Get on our side!

Both major weather disasters and minor accidents involving water, fire, and more happen every day, and in our industry, this is how we keep busy, restoring properties 24 hours per day, 7 days a week. Mother Nature usually doesn’t wait for an invitation, but we’re in the business of dealing with party crashers, and we’ve done it for over 40 years!

We have branches from Victoria, BC to St. John’s, Newfoundland and (almost) everywhere in between. Our fantastic team of over 2,000 employees stretches far and wide across Canada, and we’re growing—YOU could be the next great addition!