Client Experience Coordinator

2 weeks ago

Ottawa, Canada Tea & Toast Full time

**About Us**

At Tea & Toast, we guide families and caregivers through the complex world of eldercare planning and senior housing. Families often come to us during times of stress, uncertainty, and change. Our goal is to provide clear, compassionate guidance that helps them make confident choices.

**Position Overview**

We are seeking a **Client Experience Coordinator** who will be the first point of contact for families and caregivers. This role requires empathy, excellent communication skills, and strong organizational abilities. The main responsibility of this position is answering phones and being the first supportive voice families hear when they reach out. You will listen to clients’ needs, help them feel understood and supported, and ensure they are connected with the right services.

**Key Responsibilities**
- **Client Communication**: Answer inquiries with empathy, compassion, and professionalism, often speaking with families who may be in crisis or under stress.
- **Discovery Calls**: Conduct structured and compassionate discovery calls to understand client needs, challenges, and goals.
- **Service Matching**: Accurately describe Tea & Toast’s services and recommend the option that best supports each client’s situation.
- **Information Management**: Record client information clearly and consistently to ensure smooth follow-through for our team.
- **Follow-Up**: Support clients with next steps, providing resources, scheduling consultations, or referring them internally as appropriate.
- **Coordination**: Work closely with our team to ensure a seamless client journey from first call to service delivery.

**Skills & Qualifications**
- Strong empathy and active listening skills; ability to stay calm and supportive during emotionally charged conversations.
- Excellent verbal and written communication skills.
- Highly organized with strong attention to detail.
- Ability to explain complex services in a clear, confident, and reassuring way.
- Bilingual (English/French) is considered a strong asset.
- Experience in client services, healthcare, social services, or related fields is an asset.
- Comfort with CRM systems and basic office software.

**Why Join Us**
- Be part of a mission-driven company making a difference in families’ lives.
- Work with a supportive team that values collaboration and compassion.

Pay: $50,000.00-$65,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Paid time off
- Vision care
- Work from home

Work Location: Remote

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