Coordinator, Coach and Partner Services
POSITION SUMMARY
Term until March 31st, 2025, with possibility of extension.
Reporting to the Manager, CPS & Special Projects, the Coordinator, CPS is responsible for providing excellent customer service and administrative assistance to a network of coaches, sport partners, and CAC colleagues in the maintenance and use of CAC products and services.
DUTIES & RESPONSIBILITIES
Customer Servicing
- Respond to customer inquiries by phone and/or email in a timely and professional manner, ensuring adherence to established processes and service standards.
- Meet service standards for various service desk functions.
- Develop and maintain in-depth knowledge of the organization’s products and services, including the National Coaching Certification Program (NCCP) pathway, training modules, CAC products, and other resources available for coaches.
- Process requests for support or information pertaining to the organization’s products and services.
- Track, review, and resolve customer inquiries and complaints.
Database Administration
- Develop training materials and lead training sessions for customers to utilize CAC database functions and other products and services.
- Assist with database management and administration.
- Troubleshoot technical and user issues with the database by telephone and/or email.
- Work collectively with colleagues to define response paths and manage user expectations.
- Maintain technical processes and procedures.
Internal Support
- Provide cross-departmental administrative support for projects, committees, and initiatives, such as note-taking, module testing, and logistical event support.
- Manage files and documentation for assigned projects and initiatives.
- Support the preparation of data reports for internal teams.
REQUIRED KNOWLEDGE, SKILLS, ABILITIES, & OTHER COMPETENCIES
The following knowledge, skills, abilities, and other factors, gained through work experience, education, or a combination thereof, are essential for success in the role.
Core Competencies (as defined at coach.ca)
- Empathetic listening
- Effective communication
- Cultural awareness
- Inclusive teamwork
- Adaptability
- Inquisitiveness
- Critical thinking
- Conflict resolution
- Collaborative relationship building
- Integrity
Functional Competencies
- Relationship-building: the ability to establish, develop, and maintain positive connections with others.
- Time management: the ability to properly prioritize, allocate, and utilize time effectively to achieve competing tasks and deadlines.
- Administrative skills: the ability to manage administrative tasks (for example, electronic filing, answering phone calls, tracking service level agreements) with keen attention to detail.
- Database maintenance: perform regular database audits and updates to ensure data accuracy and proper database functionality.
- Basic working knowledge of Microsoft Office suite.
Job-Specific Competencies
- Bilingualism (English and French) essential.
- Customer support: the ability to provide assistance and/or information to resolve customer issues or inquiries.
- Experience in customer service or customer support role is essential.
- Experience working with Freshdesk or other customer support software is considered an asset.
- Product expertise: the ability to develop in-depth knowledge about CAC products and services. Demonstrated knowledge of the NCCP and sport system in Canada is considered an asset.
- Technical proficiency: IT/support desk knowledge or the ability to learn, use, and troubleshoot programs and software.
WORK ENVIRONMENT
- The CAC operates a hybrid work model with employees working in the office 3 days per week.
- All employees have a dedicated workspace within a shared office environment.
- This position is part of a team providing customer service coverage from 8h00 – 17h00 Eastern Time. The incumbent will be required to complete 8-hour work shifts within this window.
- This is a public-facing role. The incumbent should be comfortable interacting with members of the public and leading group presentations.