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
Pay: $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
Visit Original Source:
https://ca.indeed.com/viewjob