Customer Experience Specialist providing support for renewable energy company Amber. Assisting customers with inquiries and issues regarding energy usage and services.
BR
Hybrid Customer Experience Program Coordinator
Posted 6 days ago
About the role
- Customer Experience Program Coordinator supporting hotel onboarding and CX platform usage. Providing system support and training while ensuring outstanding internal customer service.
Responsibilities
- Coordinate new hotel onboarding and enrollment into CX platforms, ensuring accurate setup and timely activation.
- Serve as a knowledgeable resource for hotels and internal teams globally regarding CX platform functionality, troubleshooting, and best practices.
- Provide reporting, administrative support, and maintenance related to CX platforms.
- Serve as the primary first point of contact for members and staff with system questions or support needs.
- Identify trends in user needs and proactively develop resources, guides, and training materials.
- Host webinars, conduct tutorials, and support onboarding for new users.
- Collaborate with colleagues to improve processes, documentation, and internal knowledge resources.
- Support continuous improvements by uncovering enhancement opportunities and create evidence‑based tests to measure effectiveness.
Requirements
- 12–18 months of experience in customer experience, hotel operations, administrative support, technical support, or a related field.
- Experience with the Medallia and/or Canary platforms preferred.
- Beginner to intermediate proficiency with the Microsoft Office Suite.
- Strong interpersonal and communication skills.
- Ability to learn new systems quickly and explain technical concepts clearly.
- Solid organizational skills and attention to detail.
- Works under general supervision while following established processes and procedures.
- Manages multiple priorities and completes tasks independently.
- Maintains strong attention to detail by ensuring accuracy, completeness, and consistency.
- Demonstrates adaptability and professionalism when handling challenging internal or external customer situations.
- Provides timely and thorough follow-up on questions, tickets, and escalations.
- Understanding of customer experience, customer service, or hotel operations.
- Ability to clearly articulate the value of customer experience to business success.
- Strong verbal and written communication skills.
- Maintains professionalism and builds positive, productive relationships with colleagues and hotels at all levels.
- Troubleshoots and resolves routine system issues efficiently.
- Clearly articulates problems and escalates them according to established procedures.
Benefits
- Medical/Dental/Vision available day one
- Vacation/Sick- accruals start day one
- Paid company holidays and personal holidays to celebrate what’s important to you
- 401K - company contribution and match (U.S.)
- Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada)
- Employee discounts/hotel discounts
- Free financial and health wellness programs
- Tuition Reimbursement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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