Location: Thorold, ONStatus: 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 new hires in member programs/systems and services, creating jobs aids and ensuring comprehension of material. 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 adaptable 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: Pre-screening call

In-person interview

Assessment (if applicable)

Background and references

Offer

📌 Customer Experience Coordinator (Thorold)
🏢 CAA Niagra
📍 Thorold