Customer Success Regional Co-ordinator-bilingual
7 months ago
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.
- 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 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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