Customer Experience Coordinator

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.

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 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

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.