Customer Experience Coordinator

Job summary

The Customer Experience Coordinator analyzes customer survey data to identify trends and opportunities for improvement across all business lines. They also provide coaching to team members, facilitate training, and act as a point of escalation to ensure high standards of service.

Job details

Who We Are CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products. A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day! 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. 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 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: Pre-screening call In-person interview Assessment (if applicable) Background and references Offer CAA Niagara is an equal opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.

What you’ll do

The Customer Experience Coordinator analyzes customer survey data to identify trends and opportunities for improvement across all business lines. They also provide coaching to team members, facilitate training, and act as a point of escalation to ensure high standards of service.

Requirements

Candidates must have at least 5 years of direct customer service experience and proven ability in delivering training to adult learners. Proficiency in Microsoft Office programs and strong interpersonal and conflict resolution skills are also required.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Travel insurance
• Virtual healthcare
• Nurse navigation support
• Growth, training, and development opportunities
• Community volunteer program
• Green and Wellness Reimbursement Program

Listed skills

• Problem solving · Preferred
• adaptability · Preferred
• Quality assurance · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Microsoft Word · Preferred
• Conflict Resolution · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer experience management
• Data analysis
• Conflict resolution
• Training and coaching
• Quality assurance
• Interpersonal skills
• Communication
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Attention to detail
• Adaptability
• Problem solving
• Mentoring
• Product Knowledge
• Medallia
• Rapport Building
• Workplace Inclusivity
• Professionalism
• Virtual Health
• Service Standards
• Adult Education
• Management
• Customer Service
• Conflict Resolution
• Training And Development
• Interpersonal Communications
• Quality Assurance
• Coaching
• Typing
• Prioritization
• Detail Oriented

Job areas

• Customer Service & Support
• Management & Leadership
• Education
• Administrative
• Customer Experience Coordinator
• Customer Experience Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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