Customer Experience Coordinator

**We are**

Manitoba Possible. We believe an inclusive and accessible society is possible. That is why we work together to eliminate barriers to full and equal participation. Manitoba Possible provides programs and services throughout the province. The way we do that is by working collaboratively, diversifying in every way possible, and innovating at every level.

**_ Manitoba Possible has launched Care Possible_**, a social enterprise and online platform for individuals seeking care and those offering to provide care. We are growing the platform across Manitoba by creating new awareness, building marketing strategies, and assembling the team that will take Care Possible to sustainability and beyond. This is a tremendous opportunity for someone who is passionate about startups, technology, and enterprise with meaning and purpose

**You are**

***A_ _**_Customer Experience Coordinator_**_ (Care Possible)._ The Customer Experience Coordinator is the first point of contact for people accessing the CarePossible platform.

Working with the full CarePossible team, the Customer Experience Coordinator is responsible for cultivating an online community on the platform that reflects the values of Manitoba Possible, through excellent customer and technical support, innovative problem solving, and effective communication. The Customer Experience Coordinator champions the platform to grow the active user base, applies case management expertise to facilitate new connections between Clients and Service Providers on CarePossible, supports new users through the registration process, supervises the customer experience team as the company grows, and contributes to the continuous improvement of the platform.

**Your Role**

As the Customer Experience Coordinator, you are motivated by the belief that all people accessing self-managed care deserve to have an excellent experience, and that finding and managing care services should be accessible and convenient. You will work to champion CarePossible as a care service solution, and to ensure the success of Clients and Service Providers using the platform by helping to establish quick connections and lasting, best-fit relationships. Duties include:

- Facilitate connections between Clients and Service Providers, increasing concurrent active Users on the platform and driving transactions on the site, ensuring the viability and sustainability of CarePossible into the future.
- Support the growth of the number of Users on the platform: drive engagement with the platform and grow the active Clients & Service Providers (the ‘Users’) by providing excellent customer service.
- Engage in targeted Service Provider recruitment and support to assist Clients with unique or challenging situations.
- Play a key role in the experiential performance of CarePossible, and work with the Marketing, Product, and Leadership teams to ensure the platform’s success.
- Work with Users to develop the skills and behaviours needed to be successful independently on the platform.
- Welcome new Users to the platform with prepared onboarding information and assist Service Providers & Clients through the respective account creation processes.
- Cultivate an online community that provides Users with a welcoming and supportive experience.
- Gather and manage all documentation required for background checks on the platform.
- Ensure that all activity on the platform is consistent with the CarePossible Code of Conduct and Terms of Service, and with Manitoba Possible’s values.
- Respond quickly to technical service issues from Users and escalate issues where required.
- Assist some Clients to access community support programs and resources (i.e., Home Care, Respite).
- Communicate regularly with Users with details about CarePossible to increase engagement on the platform, including highlighting current job postings to potentially interested Service Providers.
- Gather and communicate customer feedback for ongoing continuous improvement of the platform.
- Consistently communicate in a respectful, responsive, and responsible manner.
- Adhere to established budgets.
- Manage stress effectively and meet adversity with resilience.
- Prioritize workload regularly.
- Adhere to all Manitoba Possible policies and guidelines.

**You bring**
- Previous relevant work experience in customer service or support
- Relevant post-secondary education or combination of relevant experience.
- Excellent customer service knowledge and skills.
- Excellent computer skills, particularly website and online platforms.
- Demonstrated ability to collaborate and work in team settings, internally and externally.
- Innovative and creative problem solver.
- Excellent communication and presentation skills.
- Strong knowledge of community supports and resources available to people who require care such as home care and family respite care. Experience working in social services environment an asset.
- Outcomes focused. Actively sets, pursues, and m