Customer Experience Supervisor - Waterloo, Canada - GolfNorth

GolfNorth

Verified Company

Waterloo, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

GolfNorth Properties

Location:
Conestogo, ON

Reports To:
Shelby Smit - Director of Marketing & Communications

Proposed Schedule:
Monday to Friday (weekends as required)

Hourly Rate:
$20 per hour

You are a great fit for this role if:
You are passionate about providing excellent experiences and you are keen to
- sharpen your skill set in leading a team.

You are a selfstarter and you thrive in a dynamic, fastpaced work environment.
You proactively identify problems and develop solutions within guidelines of a

- program. Anticipate problems and solutions.

You have a positive attitude and welcome new challenges.

Call Centre Responsibilities:

- call centre functions properly for the entirety of the 2023 season._

Ensure the team is trained and equipped with required knowledge and tools.

Coach, monitor and train new employees as per GolfNorth requirements.

Drive customer engagement and satisfaction by committing to superb customer

service guidelines.

Create and manage the schedule for each month the call centre is open.
Act as a liaison between golf course managers and call centre staff to ensure

- proper communication.

Serves as first line escalation resource from internal and external customers,

- focused on the successful resolution of customer issues.

Ensures the call centre is fully staffed with trained representatives.
Establishes relationships with general managers, maintains regular

- communication with both Marketing and Membership departments.

Act as an overflow for calls in the call centre.
Overall promote a strong working relationship with the staff to maximize

productivity and customer satisfaction while minimizing potential customer issues
and complaints.

May be required to work evenings and weekends as required.

Software Support Responsibilities:

- closely with the development and support team at Tee On to ensure the call centre_
- functions properly from a software standpoint._

Ensure there are strong communications between the GolfNorth call centre and

Tee-On Golf Solutions.

Help to eliminate any software issues that may be experienced by customers via

our online booking portal.

Be the first point of contact when customers are experiencing issues.
Coordinate with Tee On to help to fix issues, and then communicate back to the

customer.

Corporate Events Responsibilities:

This role will focus on assisting with different corporate events that are held throughout_

- the season. This position will account for the remaining 10% of the posted position._

Communicate directly with the Director of Marketing throughout the event

planning process to learn requirements and goals, format, budget, administrative
details, and special requirements.

Monitor and oversee events from preparation and setup through teardown to

ensure adherence to planned format, compliance with regulations, cooperation
between vendors, resolution of issues, and overall satisfaction of participants

Other duties as assigned by the supervisor.

Education and Qualifications:

College diploma or university degree in a related field.- Excellent client service and customer service experience.