We're Hiring! Join the CIET Team as a Customer Experience Coordinator

CUSTOMER EXPERIENCE COORDINATOR JOB DESCRIPTION

Founded in 1996, the Canadian Institute for Energy Training offers a vast array of sustainable energy training programs in Canada and throughout the world. It specializes in providing high-level training programs and certifications in energy management and energy efficiency. CIET has proudly been a leader for 25 years.

Under the guidance of the CIET director, the customer experience coordinator is tasked with ensuring the complete satisfaction of clients and that they live an incomparable training experience to 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, CIET 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 constantly improve the experience offered to not only participants, but also trainers specifically relating to:
  • The online experience;
  • The in-person and online training experience;
  • The training material;
  • Customer service.
• Strategically monitor best training experience practices, particularly in sectors related to energy efficiency;
• Establish effective internal processes to offer the best possible service to clients and limit the customer service workload as much as possible;
• Coordinate the work of the customer service representative and ensure the proper implementation of CIET signature customer service processes at all levels of the organization;
• 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, written and oral;
• 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.

Send your curriculum vitae to: rh@cietcanada.com.