Location: Thorold, ONStatus: Full-Time Contract (12-months)This posting is to fill an existing vacancy.About the RoleReporting 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 ResponsibilitiesAnalyzes 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 membersTrains and assists in coaching team members on personalizing the customer experience while promoting loyalty programsSupport 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 & SkillsSuperior knowledge and first-hand experience delivering exceptional customer experiencesExcellent interpersonal skillsA real ability to effectively communicate and build rapport with both visitors and employees at all levels.Strong conflict resolution skillsAbility to keep confidences: Leading with integrity and professionalism at all timesAn adaptable and adaptable approachAbility to prioritise and flex to get the best resultsHigh levels of attention to detailEducation & Experience5+ years of direct customer service experienceExperience in delivering training to adult learnersStrong knowledge and direct use of Microsoft programs: Word, Excel, Outlook, PowerPointProven ability to create documents to aide in facilitation of training programsWorking ConditionsIn office work: frequent typing and mousingFrequent interruptionsWhat's In It For You100% employer-paid premiums for health, dental, vision, life, and travel insuranceVirtual healthcare and nurse navigation supportGrowth, training, and development opportunitiesGive Where You Live program (community volunteer program)Green and Wellness Reimbursement ProgramInterview ProcessOur process is designed to provide a full picture of how you would contribute to our team:Pre-screening callIn-person interviewAssessment (if applicable)Background and referencesOffer