Customer Relation Coordinator

WHAT YOULL BE DOING

• Monitors and maintains generale-mail channels and feedback on a daily basis including prioritizing tracking in the CRM system administration and functionality.
• Consults with department staff to provide customers with accurate responses through email.
• Analyzes email feedback and CRM data to identify trends; make recommendations for service improvements to staff ensuring customer satisfaction measurables are met.
• Identifies changes required to the CRM system to ensure the system is optimized for staff needs.
• Prepares develops and facilitates CRM training for new employees.
• Provides guidance to Customer Service Staff on usage of the CRM system including staff coaching and direction for entering customer complaints; ensures customer concerns are documented and forwarded to the appropriate section for investigation/resolution.
• Liaises with Department staff on customizing functional areas of the CRM system and with Operations staff regarding on-going issues and follow up.
• Liaises with functional Department staff on various issues and responds to letters received from municipal/regional politicians and from the media as needed.
• Performs other duties as assigned to meet Branch and Departmental objectives.

WHAT WERE LOOKING FOR

• Successful completion of a College Diploma in Business Administration or a related field or approved equivalent combination of education and experience.
• Minimum three (3) years demonstrated experience in a call centre/customer service environment including experience in writing a variety of communication pieces such as reports responding to complaints correspondence for all levels of management elected officials etc.
• Must have demonstrated complaint resolution experience including Customer Relationship Management (CRM) knowledge and experience and training adult learners.
• Strong analytical skills to identify trends and statistics strong attention to detail.
• Strong project management organizational communication interpersonal decision making and problem-solving skills.
• Experience identifying process improvements and innovation.
• Demonstrated ability in the Regions leadership/and core competencies.
• Knowledge of needs assessment techniques and simple program development.
• Highly developed written and verbal communication skills to prepare reports and to convey issues and concepts in a convincing and easily understood manner to the public elected officials etc. and to address and resolve issues and complaints while dealing with irate clients.
• Strong presentation organizational and research skills while demonstrating good judgment.
• Computer literacy utilizing MS Office software applications and ability to learn various computer applications (e.g. Agent Info CAD/AVL Mobile statistics complaint tracking applications). Working knowledge of Excel and formulas required.
• Ability to deal positively with internal/external clients while fostering cooperative and collaborative customer focused working relationships.
• Strong ability to develop relationships and work in a welcoming and inclusive environment where diversity is celebrated and where everyone can develop to their full potential.
• Ability to travel to off-site locations as required.
• Ability to work outside normal business hours as required.