Customer Experience Coordinator

WHO WE ARE:

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership, and rewards savings; continually growing our suite of relevant services and products. 

A true community partner, we could not be here without our over 157,200 members across Niagara, allowing us to focus on earning your continued trust, every day!

CUSTOMER EXPERIENCE COORDINATOR

Are you someone who loves working with people, enjoys training others, and has a passion for delivering exceptional service?

As a Customer Experience Coordinator at CAA Niagara, you'll be responsible for supporting multiple departments and ensuring a top-tier experience for both our internal teams and external customers. If you're outgoing, proactive, and always looking for ways to improve, we want you on our team!

WHAT’S IN IT FOR YOU? 

At CAA Niagara, we offer a robust total rewards package that includes:

• 100% employer-paid premiums for health, dental, vision, life insurance, travel insurance
• Virtual Healthcare and Nurse Navigation Support
• Defined Contribution Registered Pension Plan
• Growth/Training and Development opportunities
• Give Where You Live Program (Community Volunteer Program)
• Green and Wellness Reimbursement Program
• Paid Personal and Vacation Hours

WHO WE ARE LOOKING FOR:

Experience & Skills:

• 5+ years in customer service delivering exceptional experiences.
• Experience training adult learners and creating effective training materials.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Strong interpersonal, communication, and conflict resolution skills.
• High attention to detail, adaptability, and ability to prioritize tasks.
• Integrity, professionalism, and the ability to maintain confidentiality.

RESPONSBILITIES 

Analyze Customer Feedback: Review customer surveys (e.g., Medallia) across all business lines, identify trends, and deliver key insights to management for actionable improvements.

Handle Customer Escalations: Respond to and resolve concerns raised by survey detractors, gathering insights and recommendations to support departmental improvements.

Deliver Training Programs: Train new hires on member programs, systems, and services; create job aids; and ensure comprehension of material.

Provide Coaching and Feedback: Conduct quality assurance assessments and provide coaching feedback to managers to maintain high customer service standards.

Develop Support Resources: Maintain a comprehensive register of FAQs and pro tips to assist frontline team members in providing excellent service.

Enhance Customer Experience: Train and coach team members on personalizing interactions and promoting loyalty programs to enhance customer satisfaction.

Support Cross-Department Initiatives: Collaborate with multiple managers on projects aimed at delivering a superior, consistent customer experience across all departments.

Does this sound like the right match for you? Submit your resume today!

CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca 

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.