Customer Experience Coordinator

CAA Niagara; Thorold; Presencial; CAD 43.000 - 46.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Full benefits package

Virtual healthcare

Growth and development opportunities

Community volunteer program

Green and Wellness Reimbursement

Descripción de la vacante

CAA Niagara in Thorold, ON seeks a Customer Experience Coordinator to support multiple departments and optimize the member journey across services. You will analyze surveys, resolve detractors, and coach teams to uphold service excellence.

With 5+ years in customer service and training delivery, you’ll collaborate with leadership to implement a consistent escalation model and frontline support tools while promoting loyalty programs and superb service. This is a 12-month Full-Time Contract.

Formación

• Superior knowledge and first-hand experience delivering exceptional customer experiences.
• Excellent interpersonal skills.
• Ability to communicate and build rapport with visitors and employees at all levels.
• Strong conflict resolution skills.
• Ability to keep confidences: Leading with integrity and professionalism at all times.
• An adaptable and flexible approach.
• Ability to prioritise and flex to get the best results.
• High levels of attention to detail.

Responsabilidades

• Analyzes customer surveys (Medallia) across all business lines, looking for trends and opportunities for each department. Identifies key messaging and data and deliver to management.
• Responds to detractors of customer surveys, seeking resolution for the customer but also collecting detractor information and recommendations for management of respective teams.
• Diffuses/deescalates situations, seeking resolution effectively.
• Completes quality assurance surveys/assessments, providing coaching feedback to manager with focus on maintaining high standards of customer service and product knowledge.
• Create and own a register of frequently asked questions + pro tips: Continue to add and improve it to provide support to all frontline facing team members

Conocimientos

Interpersonal skills

Communication

Rapport building

Conflict resolution

Integrity

Adaptability

Prioritization

Attention to detail

Educación

5+ years of direct customer service experience

Adult training delivery experience

MS Office proficiency (Word, Excel, Outlook, PowerPoint)

Document creation for training

Descripción del empleo

Location: Thorold, ON
Status: Full-Time Contract (12-months)

This posting is to fill an existing vacancy.

About the Role

Reporting to the Member Services Manager, the Customer Experience Coordinator is responsible for supporting multiple business lines/departments with a focus on optimizing the best customer experience across CAA Niagara. The role requires an individual who consistently ensures the delivery of a positive internal and external customer experience, looking for opportunities and recommendations for the management teams.

This role offers an annual salary range of $43,000 - $46,000. Placement within this range will be determined based on the successful candidate’s qualifications, skills, and experience.

Key Responsibilities

• Analyzes customer surveys (Medallia) across all business lines, looking for trends and opportunities for each department. Identifies key messaging and data and deliver to management.
• Responds to detractors of customer surveys, seeking resolution for the customer but also collecting detractor information and recommendations for management of respective teams.
• Diffuses/deescalates situations, seeking resolution effectively.
• Completes quality assurance surveys/assessments, providing coaching feedback to manager with focus on maintaining high standards of customer service and product knowledge.
• Create and own a register of frequently asked questions + pro tips: Continue to add and improve it to provide support to all frontline facing team members

• Trains and assists in coaching team members on personalizing the customer experience while promoting loyalty programs

• Support the creation and execution of an escalation model, across all departments, supporting a uniformed approach to supporting customers. Interact with members/customers to help solve any problems or answer questions they may have around their membership or services.
• Support multiple managers with a variety of cross-departmental initiatives and projects, all focused on the alignment of delivering a superior customer experience across CAA Niagara.
• Acts as a role model by providing exemplary customer service using CAA Niagara’s service standards.

Qualifications & Skills

• Superior knowledge and first-hand experience delivering exceptional customer experiences
• Excellent interpersonal skills
• A real ability to effectively communicate and build rapport with both visitors and employees at all levels.
• Strong conflict resolution skills
• Ability to keep confidences: Leading with integrity and professionalism at all times
• An adaptable and flexible approach
• Ability to prioritise and flex to get the best results
• High levels of attention to detail

Education & Experience

• 5+ years of direct customer service experience
• Experience in delivering training to adult learners
• Strong knowledge and direct use of Microsoft programs: Word, Excel, Outlook, PowerPoint
• Proven ability to create documents to aide in facilitation of training programs

Working Conditions

• In office work: frequent typing and mousing
• Frequent interruptions

What’s In It For You

• 100% employer-paid premiums for health, dental, vision, life, and travel insurance
• Virtual healthcare and nurse navigation support
• Growth, training, and development opportunities
• Give Where You Live program (community volunteer program)
• Green and Wellness Reimbursement Program

Interview Process

Our process is designed to provide a full picture of how you would contribute to our team:

1. Pre-screening call
2. In-person interview
3. Assessment (if applicable)
4. Background and references
5. Offer