Client Support Coordinator

2 months ago

Longueuil, Canada Techo-Bloc Full time
Job Description

The Customer Support Coordinator's mission is to provide superior satisfaction to homeowners and build their loyalty. The coordinator will be responsible for managing customer inquiries by addressing their concerns and scheduling appropriate actions for our service team. Here is an overview of the position's responsibilities:

Complaints management:

  • Act as the primary point of contact and provide guidance on warranty and non-warranty issues for online assistance requests;
  • Support the sales team with their records and provide training to ensure smooth processes;
  • Provide stakeholders with visibility into the status of cases;
  • Collaborate with the sales, customer service, and finance teams to ensure solutions are provided, approved, executed, and complaints are resolved within specified timelines;
  • Handle and manage complaints (from creation to resolution);
  • Coordinate and execute the proposed solution.

Field Team Management:

  • Plan the field service team to implement solutions provided by the sales team for complaints and merchandising tasks;
  • Collaborate with display architects, the sales team, and dealers to plan FSC (Field Service Coordinator) and execute distributor display work;
  • Coordinate field team schedules, approve team working hours, and expense reports;
  • Order equipment, tools, cleaning products, or clothing that the team may need and ensure they are always stocked for their routes.

Qualifications

  • Strong customer service skills with a passion for service and taking ownership of every customer contact;
  • Excellent problem-solving skills, a positive attitude, and attention to detail;
  • Excellent bilingualism (French and English), both spoken and written (English is necessary to serve our clients in the United States);
  • Ability to handle multiple tasks simultaneously, coordinate, prioritize, and follow up within deadlines;
  • Proficiency in Microsoft Office Excel and Word;
  • Personal motivation, initiative, and a quick learning ability;
  • Experience with administrative support for a field team.


Additional Information

We thank all applicants for their interest; however, only those under consideration will be contacted.

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