Client Experience Coordinator

Title: Client Experiences Coordinator

Organization: Real Food for Real Kids

Website: www.rfrk.com

Location: East End of Toronto, ON (hybrid of remote and onsite work, 2-3 onsite days per week and may increase as needed)

Hours of work: Monday to Friday, 40 hours per week, choose shift 7am-3pm, 9am-5pm or 10am-6pm

Compensation: $45k - $50k (commensurate with experience)

About Real Food For Real Kids:

Real Food for Real Kids (RFRK) is a growing company on a mission to make real food the standard rather than the exception.

A multiple award-winning company recognized for excellence and innovation, we're a leading healthy catering company for child care centres, schools and camps. We're well poised for growth into new markets and planning for significant expansion over the coming years.

Our Client Experiences team is looking for a fantastic person who is energized by fantastic customer service to join us as a Client Experience Coordinator. If you like the sound of us so far, keep reading to see if you have the experience and skills needed for this rewarding role!

About the Role:

The Client Experience Coordinator will manage all aspects of RFRK's relationship with a portfolio of child care clients. They will deliver service that not only wins clients over but also maintains a high level of client satisfaction and reflects well on the company.

The coordinator sees things from the client's perspective, acts with empathy and is consistently working to improve our products and services in ways that will meet evolving client needs. They recommend thoughtful improvements to the Client Experience Manager and ensure the voice of the client is always represented in department and company decision making. They have a strong understanding of the day to day functioning of the business and seek out interactions with RFRK'ers on other teams to learn more.

RFRK would like to partner with our clients for 100+ years and our Client Experience Coordinators understand the importance of personalized relationships and long-term thinking when problem solving.

Some of the things you'll get paid to do:

Client Experience

• Serve as the main contact for a portfolio of RFRK's child care partners.
• An RFRK expert. Able to answer all queries from clients to support; day to day needs, contract/financial queries, menus, allergen management, delivery and service policies.
• Act with empathy and composure in stressful situations
• Manage day-to-day client requests, concerns, and feedback
• Provide Client Experience Managers with suggestions for improvement based on client needs
• Maintain detailed and complete records of all communications with clients
• Work directly with other departments to resolve issues provide solutions
• Provide personalized experiences for clients using a dedicated 'happiness' budget
• Provide all necessary documentation to clients (menus, allergen forms etc)
• Onboard new centres with virtual and in person trainings as required
• Engage, in person, with clients as often as possible either at their centre or at the Kitchen
• Survey clients and track key metrics
• Process client data changes
• Manage client experience initiatives supporting ideation through execution
• Support in the creation and editing of client-facing communications

About You

Must-haves

• College diploma/certification or University degree
• Minimum 2+ years of customer service experience
• Proficiency with MS Word, Excel, PowerPoint, Google Apps
• Experience working in databases and with CRM tools, nice to have
• Valid Ontario Driver's License
• Excellent verbal and written communication skills
• Structured and self-directed approach to project work
• Ability to consistently meet targets and deadlines
• Ability to think critically, problem-solve, and make effective decisions
• Demonstrated ability to handle confidential and sensitive information in a professional and ethical manner
• Motivated to improve current work practices and take ownership of responsibilities
• Continuous improvement mindset

Nice-to-haves

• French Language proficiency
• Experience working with FileMaker or other ERP system, Google Drive, MailChimp and WordPress are strong assets

Working at RFRK comes with other perks too:

Comprehensive Savings & Benefits Package

• Employee Savings Program: Enjoy peace of mind for your financial future with our RRSP//RESP matching program.
• Health and Wellbeing: Our benefits program includes coverage for alternative and preventative health treatments, ensuring your wellbeing is a top priority.
• Profit-Sharing Program: Beyond a competitive salary, our Profit-Sharing Program ensures you directly benefit from our success when we meet our financial performance targets.

Work-Life Balance

• Flexible Work Arrangements: Embrace the best of both worlds with our hybrid remote and onsite work location options. We believe in a work environment that suits your needs.
• Flex Hours: We understand life's demands. Our flexible hours let you balance work and personal commitments seamlessly.

Continuous Growth

• Professional Development: We invest in your growth. Receive annual financial support for professional development to enhance your skills and stay ahead in your career.

Time for You

• Vacation: Begin with two weeks of vacation and unlock additional weeks as you achieve set service milestones. Your dedication is rewarded.
• Paid Sick & Wellness Days: Take up to 8 paid sick and wellness days each year. Your wellbeing and work-life harmony matter to us.

To apply, please upload your résumé and cover letter, including salary expectations, explaining why you'd be a great fit for this role. If you meet almost all of the requirements and are not sure if you should apply, apply anyway! We may see something special in your application that sets you apart from the rest.

Real Food for Real Kids is an equal opportunity employer. We value diversity and inclusion in our workplace and at all levels of our organisation. We strongly encourage applications from diverse backgrounds and communities.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

No phone calls, emails or drop in visits, please. We'll contact applicants who fit the bill, and invite them in for an interview.

We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.

Thanks for your interest in Real Food for Real Kids!

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