CIET is hiring a Customer Experience Coordinator!

CIET is in search of a customer experience coordinator

Founded in 1996, the Canadian Institute for Energy Training (CIET) is a training centre that offers a vast array of sustainable energy training programs throughout Canada and the world. CIET specialises in providing high-level training and certification programs that cover energy management and energy efficiency. The training centre has proudly been a leader in the field for 25 years.

Under the supervision of the CIET director, the customer experience coordinator is in charge of ensuring the complete satisfaction of CIET clientele and that each client lives an incomparable training experience to thereby maintain and solidify CIET’s excellent reputation.

WORK ENVIRONMENT AND SOCIAL BENEFITS

CIET is concerned with offering a sane and pleasant work atmosphere that is conducive to the fulfillment of its employees. Consequently, we favour autonomy, taking initiative, and professional development.

Moreover, the training centre offers competitive social benefits that include:

• Flexible schedules and telecommuting.
• Complete insurance.
• Group RRSP with employer contribution.
• Reimbursement of public transportation fees.
• A continuous training program and more.

The place of work is flexible since telecommuting is a possibility. Ideally, but without limitation, the candidate is located in Quebec City, Montreal, Ottawa, or Toronto.

MAIN DUTIES 

• Strategically reflect upon how to continuously improve the experience offered to both participants and trainers in relation to the following:
  • The online experience
  • The virtual or in-person training experience
  • The training material
  • Customer service
• Keep a strategic watch on best training practices, particularly in sectors related to energy efficiency.
• Establish efficient internal processes to offer the best customer service possible and maximise limiting the CIET customer service workload.
• Coordinate the work of the customer service representative and ensure the proper implementation of CIET signature customer service processes at all levels of the organisation.
• Manage specific client complaints and requests that the customer service representative is unable to resolve.
• In the peak work season, support customer service activities (ex. Answer calls and emails from clients with information or support requests).

REQUIRED PROFILE

• University degree and at least five years of experience in customer service. 
• Significant work experience in establishing strategic improvements to customer service processes.
• Perfectly bilingual in English/French and a great capacity to communicate in both languages in writing and orally.
• Great ability to listen and be concerned with client issues.
• Great diplomacy.
• Experience in coordinating staff is an asset.
• Knowledge of marketing is also an asset.

Please send your resume to rh@cietcanada.com.