Customer Service and Circulation Coordinator

**CIRCULATION AND CUSTOMER SERVICE COORDINATOR - The Successful Investor Inc.**

We are a growing investment publishing and wealth management firm with 22+ years’ experience in subscription marketing and independent portfolio management.

The main role of the Circulation and Customer Service Coordinator is to provide customer service training and oversee the day-to-day operations of the Circulation and Customer Service Department to ensure the department runs efficiently and meets its business objectives on time. This will be achieved through effective business planning, people management, training, quality assurance and process improvement.

**RESPONSIBLITIES**:
**Daily Operations and Business Planning**
- Oversee all aspects of the daily operations of the department including the circulation fulfillment process, customer service practices and reception duties.
- Daily supervision of Circulation team.
- Develop the knowledge and skill to work with our subscription software (QuickFill) to ensure subscription activities (i.e., enrollments, renewals, and retention) are done correctly, as well as be the primary resource for list pulls and subscriber analysis through the software.
- Prepare business reporting on results and analysis to Management as required.
- Oversee and develop all operational job-based procedure manuals and guidelines for the department.
- Develop, update, and revise the department policies as necessary to ensure effective operations and continuous improvement.
- Work with the team to develop/update the department’s business contingency plan annually.
- Departmental resource planning for recurring events (tax receipts, holiday card distribution, etc.).
- Continuously improve the customer experience from first contact to subscription renewals.
- Responsible for handling customer service client escalations.
- Investigate complex customer issues.
- Investigate system issues (QuickFill, payment systems, website, etc.).
- Maintain circulation database for customer service transactions.
- Circulation department phone coverage (rollover calls, lunch and vacations).
- Back up for Circulation daily, weekly, monthly and annual tasks.
- Liaison and build good working relationships with outside vendors/business partners as required within the scope of the role.
- Work closely with other teams, like our marketing team, to improve how we communicate to customers, build customer-centric solutions and create the best customer experience.
- Other duties as required.

**Training**
- Provide customer service training, coaching and ongoing support towards building a strong customer focused culture for The Successful Investor (our publishing division) and Successful Investor Wealth Management (our wealth management division) teams. This includes training new hires and ongoing training for existing employees.
- Identify, develop, and administer training programs and materials to improve and build upon the team’s knowledge and expertise of our product range, circulation subscription processes and systems (i.e., Quickfill), telephone etiquette, and any other technical or soft skills required to deliver quality results and exceptional customer service. Cross train other internal areas/members as necessary relating to any circulation-based process or system.
- Monthly customer call reviews with Circulation, Sales, Client Service and Portfolio Management teams.

**QUALIFICATIONS & EXPERIENCE**:
**Required**:

- Post-secondary college or university diploma/degree in Business or equivalent.
- 3+ years’ experience in Customer Service including delivering employee customer service training and coaching.
- Proficient computer skills in MS Word, Excel, PowerPoint, and Outlook.

**Preferred**:

- Familiarity of circulation systems and solid technical knowledge of QuickFill, CMS, WhatCounts and WordPress.
- Previous experience in a Circulation or subscription-based role.
- Previous Wealth Management/Financial Services/Brokerage experience.
- Previous experience in a supervisor role.

**SKILLS, TALENTS AND OTHER REQUIREMENTS**:

- Excellent communication skills, both written and verbally, with the ability to interface and articulate well with customers and employees in a highly professional, timely and friendly manner.
- Highly organized and detail oriented.
- Proactive, self-motivated, and driven.
- Positive attitude, with a strong customer service focus.
- Ability to exercise sound business judgement: Firm, decisive, objective, and professional, even under stressful situations.
- Excellent organizational and problem-solving skills.
- Flexible and adaptable to change.

Located near Yonge and Sheppard in Toronto, SIWM offers a vibrant culture in a growing firm committed to providing a diverse, inclusive, accessible, and accommodative workplace.

Pre-employment references, credit check and background check is required.