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Customer Experience Coordinator

3 weeks ago

Ottawa, Canada The Minto Group Full time

**Purpose**:
The Customer Experience Coordinator (CEC) is a problem solver and communication expert who is enthusiastic about working with internal and external customers and enjoys the challenge of collaborating with homeowners and colleagues, sometimes with competing priorities.

The CEC actively identifies opportunities to develop and implement tools to help all Minto Communities teams anticipate our customer’s needs and rectify pain points in the homeowner journey.

The role is an excellent way to gain a wide breadth of exposure to how a home builder functions and a chance to interact with many departments/teams and several levels of management within the company. The job provides new, ever changing challenges and is well suited to someone who enjoys the challenge of aiding distressed or curious customers through excellent communication and problem solving.Access to a vehicle and/or in possession of a G license is required for weekly travel within the City of Ottawa.

Hours are Monday-Friday with a flexible start time between 7:30 and 9 AM. A CEC is required to be in the office, located at 180 Kent St., Ottawa, 5 out of 10 days in a 2 week rotation on a schedule prescribed by management. Option to work from home on non-office-mandatory days. Periodic visits to site and sales offices located within the City is required.

**Key Responsibilities and Accountabilities**:

- Maintain customer tracking and records, noting trends and opportunities
- Compile and author monthly community updates and contribute to and contribute to media/app/notification generation and management
- Develop and maintain positive internal relationships
- Continually research opportunities to improve the Touchpoint Plan through projects or initiatives that may involve collaboration with various departments and/or technological solutions, media creation etc.
- Support and help train other departments with implementation of their communication strategy
- Execute the process for revising closing dates in accordance with the new home warranty procedure and timelines; includes informing homeowners of delays and preparing templated, legal documentation
- Meet or directly communicate with homeowners (in person, phone, video call) to provide explanations or delivery news (such as delays to receiving their keys, the reason something cannot be changed, etc.)
- Research and compile history behind escalated customer concerns, help other teams work with deescalate and respond on behalf of senior management when applicable or in high risk scenarios
- Govern the customer satisfaction survey management program; analyze customer satisfaction surveys and statistical results to identify trends and improvement initiatives;
- Evaluate and analyze various forms of data (customer survey results, warranty data, demographic, online heat maps) to identify opportunities and trends
- Develop and format documents, presentations and reports to convey complex information and socialize results with peers and management
- Develop, review and deploy collateral, (brochures, FAQs, etc.) to help educate customers and/or staff
- Maintain frequent and open communicate with other departments such as Sales, Construction and Warranty to exchange key information, work internally to get answers, check in on solution progress
- Process invoices and procure/order materials or services
- Lead meetings, presentations, training and information sessions with customers and/or peers
- Plan, host and attend customer events, including presenting during events
- Manage ‘welcome home’ gifts, cards and discount program; work with vendors
- Visit the construction job site/ and sales office 3-4 times a month; tour homes under construction
- Support the Customer Experience Manager with completing tasks as necessary

**Technical Competencies:
**Education**:Post Secondary Education either University Degree or a College Diploma is required. Any emphasis related to the disciplines of customer service, communications, public relations, marketing, sales, warranty and the construction industry are considered an asset.

**Experience**:2-4 years of relevant work experience

**Skills, Knowledge and Abilities**:

- Skilled at conflict resolution, negotiation and diplomacy
- Creative problem solver, looks forward to finding solutions to ever changing challenges
- Excellent communication skills, listening, verbal and advanced writing skills
- Excellent customer service and relationship building skills
- Adaptable and comfortable with frequently changing priorities and opportunities
- Substantial experience with Microsoft Office Word, Excel, PowerPoint, Outlook - tables, charts, graphs
- Experienced time management skills and strong judgement when it comes to prioritization/triaging
- Strong research and evaluation skills
- Project management skills, including budgeting, scope, schedule and relationship management
- Aptitude in learning new digital software and tools
- Sound judgement, objectivity an