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Added 7 mins ago
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IMPORTANT: Permanent full-time Mon-Fri 8:30am-4:30pm

CAA Niagara Talent Management Team

Customer Experience Coordinator

Thorold, ON, Canada

Experience: 5+ years of direct customer service experience
Posting language: English
Posted: Sep 29, 2026

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Original job description

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.

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More about this job

Responsibilities

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.

Skills

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

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

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Medallia
Quality Assurance
Training
Coaching
Data Analysis
Conflict Resolution
Microsoft Office
Customer Service
Membership Services
Escalation Management
Loyalty Programs
Professional Development
Reporting
Trend Analysis

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