Customer Experience Coordinator
We are looking for Customer Experience Coordinators to provide support to our Customer Experience Delivery department in Simply Group of Companies. You will be a part of a team of professionals working to maintain order for the company’s operations.
Answering inbound calls, contacting installers, service technicians, equipment distributors, warehouse workers, clients and sales agents, and scheduling installation and service job requests are a large part of the Customer Experience Coordinator’s day-to-day work. The ideal candidate will be able to work various shifts including evenings and weekends, is motivated, enthusiastic, outgoing and has a passion for helping people.
The Customer Experience Coordinator is responsible to ensure every job is completed in a timely manner, as well as to document and escalate any installation related issues to his/her manager. The goal is to contribute to the overall operational efficiency.
We are a high-growth company and recognized as one of Canada’s Best Places to Work. Our team values a ‘make-it-happen’ mindset and looks to bring on leaders who are looking to grow in a fast-paced environment.
Input new and maintain customer information and complete verification calls.
Review and confirm credit checks.
Troubleshoot and explain HVAC functions.
Address daily questions and inquiries from customers to help solve any issues they may have.
Dispatch, schedule and close off calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures.
Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs.
Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
Order supplies and equipment, and issue them to personnel.
Develop a deep understanding of all products the company installs and service and installation practices.
Honesty and integrity
Excellent customer service skills
Critical Thinking and problem solving
Owning the customer experience delivery
Ability to multitask
Proven ability to process high volumes of work with accuracy and attention to detail
Basic knowledge of Microsoft Office applications (Outlook, Excel and Word)