Bilingual Customer Experience Coordinator

3 weeks ago

Calgary, Canada Circuit Stream Full time

Circuit Stream is a leader in future skills tech training and learning content. Our mission is to help expand immersive and emerging technical education. We do this by building and delivering world-class educational programs including bootcamps and courses for adults as well as courses for teens that focus on the skills needed to leverage the power of technology.

We are looking for a **Bilingual** Customer Experience Coordinator who will play an important role in delivering an exceptional experience throughout the student journey. Your focus will be on ensuring operational excellence and service efficiency at every touchpoint, enabling students to succeed in their educational pursuits. You will be responsible for supporting the end-to-end needs of the student, handling student support tickets, and ensuring that students have access to the tools and resources they need to succeed.

In this role, you will work report to the Customer Experience Specialist and work closely with cross-functional teams to identify trends and opportunities to enhance the student experience, and recommend and implement initiatives to drive student retention as they progress through the course.

Note: This role will based full-time (5 days per week) in our Circuit Stream office, 1011, 1st Street SW.

**Key Responsibilities**:

- Support the development and implementation of scalable and streamlined systems and processes that ensure efficient and effective delivery of student programs, including, onboarding, offboarding, student communication, and service and support inquiries.
- Maintain an active presence in Circuit Stream’s community on Discord, by engaging with community members, fostering dialogue, and organizing community initiatives.
- Proactively identify potential issues in the student journey, from onboarding to course completion, and develop strategies to enhance the student experience and student engagement.
- Implement solutions based on analysis from the Customer Experience Specialist and other colleagues based on insights that can improve student success and engagement.
- Coordinate student withdrawal and deferral requests, and develop retention initiatives to reduce withdrawals from our programs.
- Support initiatives that contribute to key results for student experience. Monitor and track KPIs for student/alumni engagement, course satisfaction, completion, and retention, and contribute to initiatives and key results aimed at improving these outcomes.

**Role Requirements**:

- Degree in relevant area of study (Human Resources, International Relations, Business Administration, Marketing, etc.)
- Bilingual fluency, written and spoken in English and French
- 2-3 years of experience in customer experience, student support, or community management roles
- Strong interpersonal and communication skills, with the ability to interact effectively with students from diverse backgrounds
- Demonstrated ability to understand and leverage data analytics to identify trends, assess processes, and make informed decisions that drive continual improvement and efficiency.
- Must possess a strong orientation towards systems and processes.
- Annual salary in the range of $60,000 to $65,000 per year

**Core Competencies**:

- Possesses excellent verbal and written communication skills and use these skills to foster and maintain strong relationships within the community.
- Skilled in conveying information clearly and effectively across various platforms, adjusting communication style to suit different audiences, and facilitating engaging dialogues to promote a vibrant and inclusive community.
- Dedicated to meeting the expectations and requirements of our students; gets first-hand information and uses it for improvements in products and services; acts with students in mind; establishes and maintains effective relationships with students and gains their trust and respect.
- Utilizes analytical skills to assess data, identify trends, and make recommendations that enhance customer satisfaction and retention. Understands the role of data in customer experience management and process improvement.
- Demonstrates creativity and open-mindedness in finding new ways to improve customer experience. Can adapt to changing circumstances and needs, and is comfortable with ambiguity.
- Reads situations quickly; good at focused listening; can find common ground and get cooperation with minimum noise.
- Spends time on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
- Understands the end-to-end customer journey and is able to identify opportunities for process improvement. Capable of creating efficient workflows, simplifying complex processes, and implementing changes that enhance customer experience.

**OUR VALUES (Part of everything we do)**
- Curiosity: We believe in asking questions, listening to new ideas, an

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