Coach, Customer Experience

1 week ago

Laval, Quebec, Canada Nestor Full time
Welcome home

At Nestor, we believe that work is more than a job; it's a place of fulfillment. We create opportunities for everyone to realize their potential and grow with us, while transforming the industry.

We help current and aspiring homeowners take on and carry out their real estate projects with confidence. We provide quick access to a network of skilled professionals every step of the way, whether its to buy or sell a house, undertake a major renovation project, or keep up with routine home maintenance.

To achieve this, we have developed a corporate culture that truly puts the employee at the heart of its priorities.

Chez RénoAssistance, votre bonheur, votre santé et votre plaisir au travail sont de la plus grande importance C'est pourquoi nous créons pour vous un environnement de travail sans égal, avant-gardiste, en constante amélioration, dans lequel nous créons des conditions de travail sur mesure et centrées sur l'atteinte de vos objectifs personnels et professionnels

Bienveillance, bien-être, flexibilité, agilité, autonomie, plaisir en travaillant, succès d'équipe et dépassement de soi sont nos mots d'ordre Vous ne devriez donc pas être surpris de vous faire servir un bon smoothie fraichement préparé par notre équipe du bonheur (rh) pour votre collation santé ou bien de pouvoir vous faire rembourser votre abonnement au gym

Entrepreneurs vérifiés. Surprises évitées

Suite à de mauvaises expériences avec des entrepreneurs en rénovation, Eric Périgny a fondé RénoAssistance par Desjardins : l'endroit pour obtenir en toute impartialité de l'aide, des conseils et des soumissions des meilleurs entrepreneurs (vérifiés en 53 points) pour faire effectuer des rénovations ou une construction neuve en toute confiance; le tout sans frais, ni obligation

Notre mission : évitez qu'un de vos proches vive une mauvaise expérience lors de sa prochaine rénovation.

Que fait le-la Coach expérience client chez RénoAssistance?

C'est notre super personne-ressource qui s'assurent que nos Conseiller-ère-s en rénovation accompagnent leurs clients à travers leur projet de rénovation selon les meilleures pratiques de l'industrie (service wow) et que toutes les opportunités sont saisies afin qu'ils aient des rénovations heureuses avec un entrepreneur en construction provenant de notre banque d'Entrepreneurs Vérifiés en 53 points.

Au fond, avec leurs connaissances, leur passion et leur expérience acquise au fil des projets traitées cette personne est la source d'une amélioration collective de nos pratiques d'accompagnement client et de la qualité du service-conseil fourni par nos Conseiller-ère-s en rénovation.

Responsabilités et missions
- Être une personne-ressource pour les Conseiller-ère-s en rénovation et leur offrir un soutien au quotidien
- Faire grandir et évoluer toute notre force de vente afin d'optimiser la qualité et l'efficacité de notre service
- Écouter les appels des Conseiller-ère-s en rénovation afin de saisir les opportunités d'amélioration
- Faire des rapports d'analyse des appels identifiant les opportunités de coaching
- Soumettre des solutions et des plans d'action afin de soutenir la performance
- Identifier les problématiques générales afin qu'on adapte la formation des Conseiller-ère-s en rénovation en ce sens
- Identifier les pratiques gagnantes afin qu'elles soient transmises à l'équipe et qu'on y gagne collectivement
- Organiser les sessions d'écoute d'appel avec des groupes de Conseiller-ère-s en rénovation et planifier le matériel à y présenter en lien avec les problématiques/opportunités de développement identifiées
- Proposer des améliorations en matière d'outils, de méthodes et d'organisation du travail
- Fournir votre feedback en continu afin qu'on améliore nos processus et qu'on automatise ce qui est nécessaire mais où l'humain a peu de valeur ajoutée - nous voulons que vous utilisiez votre cerveau, pas juste vos doigts sur un clavier
- Prendre un café (ou planifier un 5 à 7) sur Teams - et oui, chez-nous vous aurez toutes les opportunités de socialiser avec vos merveilleux collègues

Qualifications et compétences

Les missions que vous devez avoir précédemment accomplies:

- Baccalauréat ou expérience équivalente
- 3 -5 ans de succès dans un poste lié à la vente
- Idéalement avoir de l'expérience en tant que Conseiller-ère-s en rénovation chez RénoAssistance
- Maîtrise de l'anglais et du français, parlé et écrit, un atout afin de pouvoir coacher les conseiller-ères francophones et anglophones
- Connaissances en construction, rénovation, design, décoration
- Avoir l'ADN d'un gagnant, l'œil du tigre, le couteau entre les dents, être un Wayne Gretzky, vous voyez ce qu'on veut dire
- Avoir compris que les lettres sur un clavier ne sont pas en ordre alphabétique

Avantages

Chez RénoAssistance,

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