Customer Support Coordinator

Accessibility Certification · Richmond, British Columbia
Department Accessibility Certification
Employment Type Full-Time
Minimum Experience Mid-level

Business Unit:           Rick Hansen Foundation Accessibility Certification (RHFAC)

Reports to:                 Manager, Training and Membership, Accessibility Certification

Status:                        Full-time, 2 Year Term

Start date:                  February, 2022

Location:                    RHF Offices (Richmond, BC or ON), Hybrid or Remote

 

Founded on the legacy of Rick Hansen’s Man In Motion World Tour, the Rick Hansen Foundation (RHF) is a Canadian registered charity with the vision of creating a fully inclusive and accessible world where people with disabilities are living to their full potential. Through our programs and partnerships, we break down barriers for people with disabilities by changing attitudes, creating accessible spaces and inspiring an inclusive society.

 

RHF is a dynamic and rewarding place to work. Our success begins with our people. We are committed to building a diverse workforce representative of the communities we serve. If you’re interested in being a part of our innovative team, we hope that you will consider this opportunity with us!


RHF values diversity in the community and the workplace. We welcome applications from all qualified candidates including Indigenous peoples, individuals of all genders and sexual orientation, race, ethnic origin, disability, age, and religion and anyone living at the intersection of these identities.


    JOB SUMMARY

    The Customer Support Coordinator, Accessibility Certification provides support and assistance to RHFAC program participants, and ensures day-to-day operations run smoothly. The Customer Support Coordinator works closely with Manager, Accessibility Certification to offer an excellent customer experience and RHFAC program support to existing and new customers.


    WORKING RELATIONSHIPS

    The Customer Support Coordinator, Accessibility Certification reports to the Manager, Accessibility Certification and works closely with the RHFAC team, RHFAC program participants, RHF Marketing & Communications team, RHF staff, external parties and consultants.


    ALL STAFF: KEY ACCOUNTABILITIES

    As an integral member of the RHF team and as expected of all staff, this position actively participates with:

    • Strategy
    • Organizational Culture:
      • Contributes in regular sessions, develops goals, supports and implements action plans.
    • Inclusion Diversity Equity and Accessibility


    KEY ACCOUNTABILITIES

    • Provides customer and operational support to RHFAC program participants, including but not limited to existing and new clients;
    • Assists RHFAC program participants with RHFAC registry tasks and issues, as required;
    • Supports general client liaison and administration and develop knowledge about each client’s requirements;
    • Manages and resolves customer inquiries/complaints from a variety of sources, including email, phone, and social media, in a timely and accurate manner;
    • Upholds an excellent understanding of RHFAC program and other product set from Accessibility Advisory Services to provide prompt and consistent information to customers inquiries;
    • Ensures consistency in service delivery and compliance to RHFAC program requirements, policies and procedures;
    • Collaborates with RHF’s Marketing and Communications team to ensure responses are on brand;
    • Creates and maintains database for new and existing customers, through updating contact lists and other information in Salesforce, various spreadsheets, tracking logs, schedules, and Outlook;
    • Develops and implements customer support processes for staff to follow, encouraging a customer-centric culture;
    • Monitors and records customer experience issues and recommend improvements to customer support initiatives;
    • Responsible for follow-up on client journey (e.g., post rating surveys/closing the loop);
    • Tracks client contracts for special projects and campaigns;
    • Supports the RHFAC team, as required; and
    • Perform other related duties in keeping with the purpose and accountabilities of the job.


    QUALIFICATIONS

    Education:

    • University degree, Diploma or Certificate from a recognized post-secondary institution in administration, communications or marketing.

    Certification/Designation:

    • None.


    Experience/Knowledge:

    • Minimum 3 years of related experience in a related field;
    • Administrative experience preferred;
    • Fluency in French, oral and written, an asset;
    • Computer experience required. High proficiency using Microsoft 365, including Word, Excel, PowerPoint, Outlook and other MS Apps;
    • Experience with Salesforce or other customer relationship management software; and
    • Knowledge or experience working with individuals with disabilities an asset.


    Skills/Behaviours:

    • Effective oral communication with the ability to communicate effectively and tactfully with others;
    • Effective written communication, including proficiency with grammar, spelling and punctuation, and the ability to compose clear, concise business correspondence;
    • High degree of professionalism, flexibility and adaptability;
    • Effective interpersonal, relationship management, organizational and problem-solving skills;
    • Ability to multitask and deal with pressure of competing priorities;
    • Ability to understand business plans and prioritize important issues;
    • Ability to maintain confidentiality; and
    • Ability to work both independently and as a team player in a fast-paced environment.

    An equivalent combination of education, experience and skills/behaviours will be considered.


      HOW TO APPLY

      If you are interested in being a part of our innovative team and are passionate about making a difference, we hope that you will consider a career with us.


      Interested and qualified candidates can apply quoting competition #2022-03 by January 31, 2022. While we thank all applications for their interest, only short-listed candidates will be contacted.


      *Please note: The Rick Hansen Foundation is committed to providing accommodations to candidates taking part in all aspects of the selection process. Please let us know if you require a specific accommodation (i.e. virtual/web based interview, flexible scheduling, accessibility needs), so that arrangements can be made for the appropriate accommodations to be in place.

      Thank You

      Your application was submitted successfully.

      • Location
        Richmond, British Columbia
      • Department
        Accessibility Certification
      • Employment Type
        Full-Time
      • Minimum Experience
        Mid-level