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Coordinator, Coach and Partner Services

4 months ago

Ottawa, Canada Coaching Association of Canada Full time

***

Reporting to the Manager, CPS & Special Projects, the Coordinator, CPS is responsible for providing excellent customer service and administrative assistance to a network of coaches, sport partners, and CAC colleagues in the maintenance and use of CAC products and services.

**CORE DUTIES & RESPONSIBILITIES**

**Customer Servicing**
- Meet service standards for various service desk functions.
- Develop and maintain in-depth knowledge of the organization’s products and services, including the National Coaching Certification Program (NCCP) pathway, training modules, CAC products, and other resources available for coaches.
- Process requests for support or information pertaining to the organization’s products and services.
- Track, review, and resolve customer inquiries and complaints.

**Database Administration**
- Develop training materials and lead training sessions for customers to utilize CAC database functions and other products and services.
- Assist with database management and administration.
- Work collectively with colleagues to define response paths and manage user expectations.
- Maintain technical processes and procedures.

**Internal Support**
- Provide cross-departmental administrative support for projects, committees, and initiatives, such as note-taking, module testing, and logístical event support.
- Manage files and documentation for assigned projects and initiatives.
- Support the preparation of data reports for internal teams.

**WORK ENVIRONMENT**
- The CAC operates a hybrid work model with employees working in the office 3 days per week.
- All employees have a dedicated workspace within a shared office environment.
- This position is part of a team providing customer service coverage from 8h00 - 17h00 Eastern Time. The incumbent will be required to complete 8-hour work shifts within this window.
- This is a public-facing role. The incumbent should be comfortable interacting with members of the public and leading group presentations.

**APPLICATION INFORMATION**

The CAC is committed to creating an inclusive and diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, record of offences, age, marital status, family status or disability.

**RÉSUMÉ DU POSTE**

Relevant du gestionnaire des SEP et des projets spéciaux, le coordonnateur des SEP est chargé de fournir un service à la clientèle et une assistance administrative hors pair à un réseau d’entraîneurs, de partenaires sportifs et de collègues de l’ACE en ce qui concerne le maintien et l’utilisation des produits et services de l’ACE.

**PRINCIPALES FONCTIONS**

**Service à la clientèle**
- Répondre aux demandes des clients par téléphone et par courriel de manière rapide et professionnelle en veillant à respecter les procédures et normes de service établies.
- Respecter les normes de service pour les diverses fonctions du centre de services.
- Acquérir et maintenir une connaissance approfondie des produits et services de l’organisme, y compris le parcours du Programme national de certification des entraîneurs (PNCE), les modules de formation, les produits de l’ACE et les autres ressources offertes aux entraîneurs.
- Traiter les demandes d’assistance ou de renseignements relatives aux produits et services.
- Consigner, examiner et traiter les plaintes et demandes des utilisateurs et des partenaires.

**Gestion des bases de données**
- Concevoir du matériel de formation et animer des séances de formation pour les utilisateurs afin qu’ils apprennent à se servir des fonctions de la base de données de l’ACE et d’autres produits et services.
- Participer à l’administration de la base de données.
- Donner de l’assistance technique par téléphone et par courriel pour les problèmes techniques et d’utilisation de la base de données.
- Collaborer avec les collègues pour définir des protocoles de réponse et gérer les attentes des utilisateurs.
- Tenir à jour les processus et procédures techniques.

**Soutien interne**
- Fournir un soutien administratif interdépartemental pour les projets, les comités et autres initiatives, par exemple en prenant des notes, en mettant les modules à l’essai et en assurant la logistique des événements.
- Gérer les dossiers et la documentation pour les projets et initiatives sous sa responsabilité.

Participer à la préparation de rapports de données pour les équipes internes.

**ENVIRONNEMENT DE TRAVAIL**
- L’ACE fonctionne selon un modèle de travail hybride où les employés travaillent au bureau trois jours par semaine.
- Tous les employés ont leur propre espace de travail dédié dans une aire de travail commune.
- Ce poste fait partie d’une équipe qui assure le service à la clientèle de 8 h à 17 h, heure de l’Est. Le tit