Customer Experience Coordinator

1 week ago

Ottawa, Canada Kumon North America, Inc. Full time

**Job Summary**:
Customer Experience Coordinators support Kumon North America's Customer Service function and its mission is to efficiently and effectively handle all responsibilities surrounding lead management. The intent is to streamline operations to align with Customer Relationship Management (CRM) implementation and launch. The Customer Experience Coordinator bridges the gap between the customer and the Kumon brand. The role and responsibility of this person is to ensure that each touchpoint across the customer journey is engaging, efficient and effective.
- This role is a Kumon North America Inc. position
- Bilingual in French/English required
- This role is remote (work from home) and is open to applicants in Canada
- The working hours for this role are 7.5 hours a day, anytime between 8:30am EST- 8:00pm EST as determined by management, no weekends
- This is an hourly position. This role will not be eligible for benefits or paid vacation. This role will be required to work up to 40 hours except for statutory holidays (i.e. Dec 25th, Jan 1).

**Salary range**: $23.81 - $25.66 an hour.

**Core Job Responsibilities**:

- Answer calls to 1-800-ABC-MATH queued to be regarding KLMS (Instructors) or Enrollment (leads)
- Manage calls being made by new customers who seek information about the Kumon Program and are interested in booking a parent orientation
- The Customer Experience Coordinator will work closely and in collaboration with all things related to Customer Relationship Management (CRM)
- Manage all Kumon Lead Management System (KLMS) change requests from Franchisees.
- Parent Orientation availability update requests - setting up the initial meeting between Instructors (Franchisees) and Parents/Guardians
- Kumon Lead Management System (KLMS) Account change requests
- Responsible for consultation with Instructors about Parent Orientation (PO) availability and escalating to Branch Manager (BM) when necessary

Manage Franchisee questions regarding Kumon Lead Management System (KLMS) operations/system components:

- Online Scheduler
- Center Scheduler
- Telephone System
- Electronic Enrollment
- Manage updates to Kumon Lead Management System (KLMS) components and ensure alignment of updates and operations across Branding, Field Operations and Customer Experience
- Support CRM (Salesforce) launch on lead management side
- Other duties as assigned

**Qualifications**:

- High school diploma or higher education required
- Bilingual in French/English is required
- Basic Microsoft PowerPoint skills required

**Intermediate skills required**:

- Computer/technical skills
- Microsoft Work and Microsoft Excel
- Analytical skills
- Clerical/Administrative
- Communication - oral and written
- Time management and prioritization
- Customer service experience preferred*

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