Customer Experience Coordinator

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

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