Customer Experience and Insights Coordinator
4 days ago
_Lead the charge in elevating customer satisfaction through social media and feedback channels_
**Salary: $45,000 - $50,000**
**Why Work For Us**
- We offer job stability like no one else, as we are a 99-year-old family-owned company.
- We provide competitive wages and pension-matching program.
- We offer a competitive annual incentive bonus and top it off with unbeatable staff discounts and other perks.
- We have a comprehensive benefits package with extended health care, critical illness coverage & life insurance.
**Who You Are**
- As the Customer Experience Coordinator, you serve as the linchpin for elevating customer satisfaction through various channels, with a keen focus on social media and customer feedback mechanisms. Reporting directly to the Manager of Customer Care, you excel in managing and responding to social media inquiries, ensuring a positive and empathetic customer experience.
- You will be responsible for deploying comprehensive customer surveys across the Customer Life Cycle, analyzing feedback to identify overarching themes and actionable insights. You collaborate closely with cross-functional teams, including Marketing, Sales, Human Resources, and DC Operations, to implement strategic improvements and address customer pain points effectively.
- Are you passionate about digital trend analysis that is driven by a desire to shape meaningful connections? At Teppermans, we're not just about selling products; we're about creating experiences that resonate with our customers on a deeper level. As we continue to grow and innovate, we're seeking a dynamic Customer Experience Coordinator who embodies our core values.
**Overview**:
**Roles & Responsibilities**
**Reporting to the Manager of Customer Care, the Customer Experience Coordinator is responsible for**:
- Collaboration with various internal departments including Marketing, Sales, Human Resources and DC Operations.
- Managing and effectively responding to social media customer service-related inquiries/issues.
- Enhancing the customer experience on various social and feedback channels including LinkedIn, Glassdoor and Indeed.
- Deploying customer experience surveys across the entirety of Tepperman's Customer Life Cycle
- Reviewing results, summarizing themes, and developing proposed action plans to address areas of opportunity and known customer pain points.
- Making recommendations to the organization on changes required to meet customer experience targets such as Net Promoter Score (NPS) and Ease of Doing Business.
- Communicating internally and externally to resolve escalated customer issues.
- Conducting root cause analyses to determine the source of issues.
- Making process improvement recommendations to avoid repeat issues from occurring.
- Tracking and maintaining metrics pertaining to escalated issues.
**Qualifications**
- Post-secondary education in Marketing, Business, E-commerce, or a related discipline
- Experience delivering a positive customer experience on social media
- Experience administering Customer Surveys and analyzing aggregated responses (SurveyMonkey or similar software)
- Translate customer feedback into action plans within the organization
- Demonstrated skills with Microsoft Word, Excel, Outlook, Teams, and PowerPoint
- Customer-centric focus with the ability to develop trust and maintain strong relationships
- High degree of emotional intelligence and ability to operate with empathy towards customers
- Experience with utilizing Hootsuite, Attentive, and Klayvio is an asset
- Experience with Contivio (or other omni-channel communication platform) and Netsuite is an asset
- Change Management Experience is an asset
- Customer Experience Management is an asset
**What Makes Us Different**
At Tepperman’s we prioritize employee growth and development, offering opportunities for training and advancement within the organization. We foster a collaborative and inclusive work environment where all team members’ contributions are valued and recognized. Join us and be part of a team dedicated to excellence in financial services.
- We are an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Please advise us, if you require an accommodation, and we will work with you to meet your needs._
Pay: $45,000.00 - $50,000.00 per year
**Benefits**:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- In-person
- Office
**Experience**:
- customer service: 1 year (required)
- analyzing and reporting on digital trends: 1 year (required)
- data presentation and storytelling: 1 year (required)
- Microsoft Office: 1 year (required)
- social media platforms, LinkedIn, Facebook and Instagram: 1 year (required)
License/Certification:
- to work in-person (required)
Work Location: In person
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