Title: Specialist, Customer Relations

Employee Working Location: Remote/Virtual (Canada)

Employment status: Permanent, Full Time

Salary band: $37,500 - $50,000 / year

The Canadian Red Cross (CRC) – one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada’s Best Employers 2022 - is seeking a Bilingual Specialist, Customer Relations to join our Team.

We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.

The incumbent will collaborate with the Supervisor, Customer Experience Operations and Subject Matter Expert Personnel, the Specialist, Customer Relations will provide world-class service in supporting customers, training partners and course participants. Adhering to all service standards, processes, policies and procedures, the Specialist, Customer Relations will provide support to external Contact Centre vendor staff to provide clarification or solve complicated inquiries and ensure alignment to overall Customer Experience organization goals.

In this role, you will:

Deliver best-in-class customer experience to solve customer inquiries

• Respond to routed live calls/chat conversations, emails, call-backs, social media posts and assigned tickets on an ongoing basis, according to established SOP and at the discretion of the Supervisor or Manager, where required
• Provide high levels of customer service to customers, training partners and course participants
• Handle customer complaints and work to find solutions within existing decision frameworks, and manage corrective actions within the HelpDesk and CRM platforms
• Analyse customer-reported feedback and craft appropriate responses that are clear, accurate, and customer friendly
• Report customer-reported issues internally, quickly take in information, prioritize actions, and execute
• Perform essential administrative and clerical duties as necessary; ensure CRM data is up-to-date and actionable
• Support customer retention and loyalty efforts both in direct interactions with customers and also in supporting the program more holistically
• Identify customer opportunities and challenges, problem-solve, and exceed client expectations on an ongoing basis.
• Use existing scripts, suggested responses and Key Message documents from the CX knowledgebase to craft responses to suit particular situations and scenarios
• Educate and encourage the use of self-serve options for customers in the majority of cases with the aim of reducing future inquiries
• Work on a high volume of problems of moderate complexity and scope.
• Coordinate with other functions and departments to resolve cases as they relate to customer support, and train/coach other team members.
• Escalate unresolved inquiries to Supervisor as required per SOP and instinctual understanding of the customer and situation

Contribute to Team and Department effectiveness

• Work effectively to ensure all service level agreements are met, and regularly communicate issues and progress to Supervisor
• Promote “voice of the customer” feedback by capturing complaints, suggestions, inquiries and other questions in a quantified & qualified manner
• Carry out activities designed to improve customer loyalty by executing to standards of best practice
• Assist with specific customer service training of new staff for area of focus
• Provide continual feedback to Knowledgebase Coordinator regarding quality, applicability and usefulness of knowledge inventory
• Respond to requests from KMS Clerks regarding current or draft knowledge inventory clarifications
• Respond to ad hoc requests/clarifications from SME Reps
• Keep current on all operational and systems information required to effectively deliver customer support.
• Responsible for identifying trends, quality issues and means to improve efficiency related to customer satisfaction and Customer Experience processes.
• Actively seek opportunities to cross-market and promote Red Cross services.
• Provide feedback to the Manager, Customer Experience on any issues or procedural gaps experienced during the investigation of customer issues to be included in our Problem Detection/Continuous Improvement program.

Maintain and increase Customer Experience knowledge

• Review area of focus information on a regular basis, as determined by business protocols
• Research area of focus outside CRC to gain customer’s perspectives on external information
• Keep current on specific program and service information and SOPs in the portfolio including revisions, processes, policies/guidelines, products, technical and general program information etc.

What we are looking for:

• Completion of post-secondary education, with a minimum of 2 years of job-related work experience, or an equivalent combination of education and experience.
• Bilingualism (English/French) required
• Being self-directed, motivated, resourceful and a positive influence is essential.
• Ability to solve complex problems and strong customer service skills
• Experience and an understanding of sales techniques is an asset.
• Experience working with a diverse population and understanding cultural issues is a definite asset, as experience working with volunteers.
• Office automation skills are required, including experience in word processing, databases, spreadsheets, Internet and email and the ability to troubleshoot applications.
• Ability to deal effectively with customers using the phone and email, including demonstrated skills in problem-solving, decision-making and conflict resolution.
• Ability to adapt to changing circumstances in a fast-paced environment.

Working conditions:

• Availability to participate in Weekend On Call rotation support
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

• At this time, the CRC has temporarily suspended our Covid-19 vaccination policy and does not require, but continues to strongly encourage full vaccination of all our personnel.

This position is open until filled, however qualified applicants are encouraged to apply as soon as possible. Qualified applicants who apply after the selection process has started, may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accomodation requests will be kept confidential.

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