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Customer Experience Coordinator

1 month ago

Windsor ON, Canada Tepperman's Full time
Customer Experience Coordinator (FT Windsor)

Friday, April 26, 2024

YOU WILL NEVER GET BORED AT TEPPERMAN'S

We are a dynamic, high-energy retailer that is currently in its 3rd generation of family ownership. We sell furniture, mattresses, appliances, electronics, and home accents to a diverse customer base in Southwestern Ontario. It is a unique and highly personal business - family-owned and not part of a nationwide chain.


We encourage long term staff relationships by providing fulfilling opportunities in a casual, balanced and respectful work environment.

Why Choose Us?

We believe in creating lasting relationships with our employees, built on our core values of Trust, Respect, Family, Teamwork, Passion and Innovation. And our employees would agree, having selected us as a Great Place to Work through the annual survey measuring Employee attitudes at Tepperman’s.

Here’s a look at what makes us A Great Place to Work:

90% Agreed “This is a physically safe place to work”
88% Agreed “People here are treated fairly regardless of their gender.”
92% Agreed “People here are treated fairly regardless of their sexual orientation”.
84% Agreed “I feel good about the way Tepperman’s contributes to environmental sustainability.”
81% Agreed “My manager is approachable, easy to talk with.”

And You? You are a detail-oriented and computer savvy individual with a passion for great customer service. You're looking for a team environment with other dedicated and talented individuals, and a career where you can grow and contribute to our overall success. You've been searching for a place to apply yourself, where the culture and the company embrace technological change and continuous learning.

Join Our Team Today

Why work at Teppermans?

  • Attractive benefits package
  • Generous employee pricing and discounts
  • Paid vacation, holidays, and more
OUR CULTURE

Tepperman’s is a business built on the same foundation as a strong family - l oyalty, respect, accountability, and integrity. We work hard to build a brand people can trust and rely on for all of their home furnishing needs.

We draw from nearly 100 years of our rich heritage, to create new ways to meet the ever-changing needs of our employees and customers.

Lead the charge in elevating customer satisfaction through

social media and feedback channels

This position is in-person at our Windsor Tepperman’s location. Candidates should have exceptional verbal and written communication skills, customer-centric focus, analytical and problem-solving skills, time management and organizational skills.

Who You Are

  • As the Customer Experience Coordinator, you serve as the linchpin for elevating customer satisfaction through various channels, with a keen focus on social media and customer feedback mechanisms. Reporting directly to the Manager of Customer Care, you excel in managing and responding to social media inquiries, ensuring a positive and empathetic customer experience.
  • You will be responsible for deploying comprehensive customer surveys across the Customer Life Cycle, analyzing feedback to identify overarching themes and actionable insights. You collaborate closely with cross-functional teams, including Marketing, Sales, Human Resources, and DC Operations, to implement strategic improvements and address customer pain points effectively.
  • Are you passionate about trends and digital analytics that are driven by values that shape meaningful connections? At Teppermans, we're not just about selling products; we're about creating experiences that resonate with our customers on a deeper level. As we continue to grow and innovate, we're seeking a dynamic Customer Experience Coordinator who embodies our core values.

Reporting to the Manager of Customer Care, the Customer Experience Coordinator is responsible for:

  • Collaboration with various internal departments including Marketing, Sales, Human Resources and DC Operations.
  • Managing and effectively responding to social media customer service-related inquiries/issues.
  • Enhancing the customer experience on various social and feedback channels including LinkedIn, Glassdoor and Indeed.
  • Deploying customer experience surveys across the entirety of Tepperman's Customer Life Cycle
  • Reviewing results, summarizing themes, and developing proposed action plans to address areas of opportunity and known customer pain points.
  • Making recommendations to the organization on changes required to meet customer experience targets such as Net Promoter Score (NPS) and Ease of Doing Business.
  • Communicating internally and externally to resolve escalated customer issues.
  • Conducting root cause analyses to determine the source of issues.
  • Making process improvement recommendations to avoid repeat issues from occurring.
  • Tracking and maintaining metrics pertaining to escalated issues.

Qualifications

  • Post-secondary education in Marketing, Business, E-commerce, or a related discipline
  • Experience with utilizing Hootsuite, Attentive, and Klayvio
  • Experience with Contivio (or other omni-channel communication platform) and Netsuite
  • Experience administering Customer Surveys and analyzing aggregated responses (SurveyMonkey or similar software)
  • Change Management Certification (Preferred)
  • Customer Experience Management Certification (Preferred)
  • Translate customer feedback into action plans within the organization
  • Demonstrated skills with Microsoft Word, Excel, Outlook, Teams, and PowerPoint
  • Customer-centric focus with the ability to develop trust and maintain strong relationships
  • High degree of emotional intelligence and ability to operate with empathy towards customers

What Makes Us Different

At Tepperman’s we prioritize employee growth and development, offering opportunities for training and advancement within the organization. We foster a collaborative and inclusive work environment where all team members’ contributions are valued and recognized. Join us and be part of a team dedicated to excellence in financial services.

We are an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Please advise us, if you require an accommodation, and we will work with you to meet your needs.

Feel free to visit our website at to learn more

We are an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Please advise us, if you require an accommodation, and we will work with you to meet your needs.

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