Customer Success Regional Co-Ordinator-Bilingual (English/French)

Job Description

IMMEDIATE OPPORTUNITY AVAILABLE

The role of Customer Success Coordinator is a newly created position within the Service Department, designed to ensure the success of the regional teams in providing a WOW experience to consumer who contact SOS with claim issues or questions. Although it is not a management position, it is a peer to peer leadership role.

Bilingual (English-French) Customer Success Co-Ordinator:

• Based in our Bowmanville Head office.
• Located off the 401 @ Liberty Ave.
• Monday to Friday, 9am to 5pm (40 hrs)-with occasional extra hours to ensure service levels are met.

Main day to day responsibilities:

Support regional team involved in daily operations to ensure high level of customer satisfaction

• Support agents on questions/identify coaching needs
• Support to agents at high peak periods
• Identify and report any issues/or concerns
• Handle Tier 1 escalated claims
• Assist in navigating daily tasks when needed
• End of day review of workload, making sure team members are not struggling
• Provide direction if team member IS struggling, discuss with mgmt.

Liaison between team and management

• Provide daily updates to management, including KPI’s
• Provide direction to team based on management scheduling
• Collect, track and report any service issues, trends and/or cost related concerns

Other tasks

• Monitor and distribute all phone, email, online and tech portal queues
• Monitor all communication channels
• Identify and co-ordinate various training and development for team as required

• You are the ideal person if you are/have:
• Bilingual-French & English.
• Customer service related work experience
• Experience supporting a group/team.
• Leadership skills that align with the company and department goals
• Strong communication and problem solving skills
• Ability to handle multiple priorities at a time.
• Strong time management and analytical skills
• Empathetic & patient with a passion for helping people.
• Accountability & Resourceful

Training will be provided.

Job Types: Full-time, Permanent

Salary: $43,000.00-$45,000.00 per year

Benefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• Profit sharing
• Store discount
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 1 year (preferred)

Language:

• French (required)

Work Location: In person

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