Customer Experience Specialist

**Job Overview**

The Customer Experience Specialist at Synergy Kids is responsible for ensuring customers have a positive interaction with Synergy Kids by actively listening to their needs, gathering feedback, analyzing data, and implementing strategies to improve the overall customer experience across all touchpoints, aiming to increase customer satisfaction and loyalty through proactive engagement and issue resolution. This role includes collaboration with various departments to align customer-centric practices throughout Synergy Kids.

**Duties**
- Analyze customer feedback and data to identify trends and areas for improvement in service delivery.
- Engage in upselling opportunities by understanding customer needs and recommending appropriate products or services.
- Collaborate with team members to enhance the overall customer experience and streamline processes.
- Maintain accurate records of customer interactions and transactions in the system.
- Stay informed about product offerings and company policies to provide accurate information to customers.
- Assess the current customer journey and propose improvements.
- Implement agreed upon improvements to the customer journey, social media pages and all communication with clients.
- Provide in-person tours of the facility to potential clients.
- Attend weekly in-person meeting with the clinical and administrative teams to better understand the needs of the organization.
- Plan and execute at least one in-person and one virtual event per year.
- Use of Jane.app and Microsoft products to document client interactions.

**Requirements**:

- Proven experience in a customer service or sales role is preferred.
- Excellent communication skills in English.
- Ability to analyze information and provide solutions based on customer needs.
- Excellent phone etiquette and interpersonal skills.
- Ability to work independently as well as part of a team.
- A positive attitude with a strong desire to help others.
- Strong organizational skills.
- A passion for learning and personal growth.
- Familiarity with CRM systems and practices is an advantage.
- Familiarity with Jane.app is an asset.
- Graphic design / social media management skills are an asset.
- Must work in-person at least one weekend shift per week (8:45am-4:30pm).
- Must work in-person one Monday or Friday evening per week (4-8pm).
- Knowledge of autism intervention or experience assisting families of children with special needs is considered an asset.

Synergy Kids is a small business with 17 employees who work full-time and part-time hours. Synergy Kids is open 7-days per week, open 11 hours on Tuesdays-Fridays. The position of Customer Experience Specialist requires one weekend and at least one evening shift PER WEEK. Our team is friendly and easy-going. The workplace has a fast pace with up to 10 children in the building at any time. Synergy Kids offers assessment and treatment to children and teens with exceptionalities by offering ABA Therapy, Speech Therapy, Occupational Therapy, Social Work and Respite services. We'd love to discuss how your skill set can benefit the organization.

**Job Types**: Part-time, Fixed term contract
Contract length: 12 months

Pay: $22.73-$40.00 per hour

Expected hours: No more than 20 per week

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Work from home

Flexible language requirement:

- French not required

Schedule:

- Evening shift
- Weekends as needed

Application question(s):

- Are you able to work one weekend shift (8:45am-4:30pm) and one evening shift (4-8pm) PER WEEK?

**Education**:

- Secondary School (preferred)

**Experience**:

- Sales: 1 year (required)
- Customer service: 1 year (required)

Work Location: Hybrid remote in Oakville, ON L6K 3Y6

Expected start date: 2025-04-01