Customer Experience Coordinator Job Vacancy in Kumon North America, Inc. Toronto, ON – Latest Jobs in Toronto, ON
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Company Name : Kumon North America, Inc.
Location : Toronto, ON
Position : Customer Experience Coordinator
Job Description : Job Summary:
Customer Experience Coordinators support Kumon North America’s Customer Service function and its mission is to efficiently and effectively handle all responsibilities surrounding lead management. The intent is to streamline operations to align with Customer Relationship Management (CRM) implementation and launch. The Customer Experience Coordinator bridges the gap between the customer and the Kumon brand. The role and responsibility of this person is to ensure that each touchpoint across the customer journey is engaging, efficient and effective.
This role is a Kumon North America Inc. position
Bilingual in French/English required
This role is remote (work from home) and is open to applicants in Canada
The working hours for this role are 7.5 hours a day, anytime between 8:30am EST- 8:00pm EST as determined by management
This is an hourly position. This role will not be eligible for benefits or paid vacation. This role will be required to work up to 40 hours except for statutory holidays (i.e. Dec 25th, Jan 1).
Salary range: $23.81 – $25.66 an hour.
Core Job Responsibilities:
Answer calls to 1-800-ABC-MATH queued to be regarding KLMS (Instructors) or Enrollment (leads)
Manage calls being made by new customers who seek information about the Kumon Program and are interested in booking a parent orientation
The Customer Experience Coordinator will work closely and in collaboration with all things related to Customer Relationship Management (CRM)
Manage all Kumon Lead Management System (KLMS) change requests from Franchisees.
Parent Orientation availability update requests – setting up the initial meeting between Instructors (Franchisees) and Parents/Guardians
Kumon Lead Management System (KLMS) Account change requests
Responsible for consultation with Instructors about Parent Orientation (PO) availability and escalating to Branch Manager (BM) when necessary
Manage Franchisee questions regarding Kumon Lead Management System (KLMS) operations/system components:
Online Scheduler
Center Scheduler
Telephone System
Electronic Enrollment
Manage updates to Kumon Lead Management System (KLMS) components and ensure alignment of updates and operations across Branding, Field Operations and Customer Experience
Support CRM (Salesforce) launch on lead management side
Other duties as assigned
Qualifications:
High school diploma or higher education required
Bilingual in French/English
Basic Microsoft PowerPoint skills required
Intermediate skills required:
Computer/technical skills
Microsoft Work and Microsoft Excel
Analytical skills
Clerical/Administrative
Communication – oral and written
Time management and prioritization
Customer service experience preferred*
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