Customer/Member Experience Coordinator

Description

Position Purpose

Do you want to work for a rapidly growing company that understands the importance of supporting employees through flexibility, inclusiveness, learning & development, options for internal career mobility, measurement of the Employee Experience, building strong relationships? And are you experienced in customer service and/or call booking? If so, you could be Info-Tech’s next Customer/Member Experience Coordinator.

The Customer/Member Experience Coordinator manages the booking of complex client (Member) experiences submitted through the call booking escalation process. This individual is the primary liaison between the incident technician and the member to ensure that the member is booked with the experience that best addresses their needs.

What you will do, includes, but not limited to:

Issues Matching

• Identify member needs to recommend and book the appropriate product or service.
• Perform call scoping if necessary to refine issue match.
• Liaise with the practice technician of difficult to resolve inquiries to ensure the recommended experience will address the issues raised by the member.

 Call Booking

• Coordinate with Research & Advisory Analysts and Members to schedule escalated call booking requests.
• Use Info-Tech’s Customer Relationship Management (CRM) system to send out meeting invitations to Research & Advisory Analysts and Members for agreed upon call dates/times.

 Managing Escalations

• Using our ticketing system to help resolve escalations.
• Ensure that member escalations are resolved in a prompt manner resulting in a member experience.
• Book member experiences for complex member issues that are escalated to Call Booking.
• Ensure that Service Level Agreements (SLA’s) are met all incidents submitted to Call Booking.
• Provide regular reporting on escalation and resolution metrics.

To be successful, you will need:

 Education and Experience

• College diploma or university degree or 5 years equivalent work experience necessary.
• Specific knowledge of SalesForce platform(s) required.
• Extensive experience with managing member expectations.
• Experience with service desk software (Manage Engine) and would be an asset.
• Understanding of Information Technology and/or working in an IT department/technology company would be an asset.
• Familiarity with subscription-based memberships and service delivery.

• Must be available for after-hours work periodically to service APAC clients.

Skills & Attributes

• Inclusion
• Strong written and verbal communication skills
• Knowledge Application, Problem Solving & Decision Making
• Organization and Coordination
• Stakeholder Management
• Team-oriented and skilled in working within a collaborative environment
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Highly self motivated and directed
• Keen attention to detail
• Managing Through Change & Uncertainty
• Dynamic Learning Mindset

ITRG is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.



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