Customer Experience Coordinator

4 days ago


Montréal, Canada Federation CJA Full time

Working under the supervision of the Manager, Customer Experience, Membership, and Events, the CX Coordinator oversees the customer experience for current, new, and prospective clients. This position requires an approachable and enthusiastic individual, a natural leader who will foster a customer-focused environment across the Y. The coordinator ensures that the Y provides customers with excellent, welcoming, warm, professional service with personalized and timely responsiveness to our clientele.

**Duties**
- Hire, train, oversee and evaluate the CX team
- Create, update, and maintain standard procedures for an optimal customer experience,
- Develop and propel ongoing training for CX and sales teams
- Motivate the team to excel in personalized service and genuine approach
- Schedule and submit bi-weekly payroll
- Collaborate with other departments to develop potential promotions
- Manage customer escalations and aspires to provide exceptional service to our community
- Oversee the Pro shop and merchandising of products
- Manage incoming sales leads
- Educate customers on our offerings
- Oversee the CX team in establishing and maintaining current and prospective client relationships from welcome to close of the sale
- Oversee renewal follow up

**Education, Knowledge and Skills**
- Friendly, pleasant manner;
- Excellent interpersonal skills in person, by telephone, and in writing;
- Bilingual, strong listening and communication skills in English and French;
- Two years’ experience overseeing a customer service team, is an asset
- One-year sales experience preferred;
- Knowledge of Active Net is an asset;
- Proficiency in Microsoft Excel and/or Google Sheets;
- Sound judgment;
- Adept at de-escalation;
- Self-starter, driven to succeed
- Open to feedback, to change, and to learn new approaches
- A background working in the Community is an asset.

**Application Procedure


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