Customer Experience Specialist

Are you passionate about customer experience? This role is your chance to turn every interaction into an exceptional moment!

Who are we?

For nearly 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of shiny acrylic that is easy to clean and can be installed in just one day. Convenient! Every day, the people at Bath Fitter strive to do better; to improve products and customers' lives. Our vision is to be an excellent employer and business partner.

At Bath Fitter, we offer an engaged culture, a collaborative environment focused on mutual support, autonomy, and innovation. We are a growing organization that prioritizes employees and their quality of life. That's why we're proud to be certified as " Great Place to Work" & "Most Admired Corporate Cultures in Canada".

In summary, what does the role entail?

As a Customer Experience Specialist, you will play a key operational role within the CX team by managing escalations, analyzing data to identify areas for improvement, and supporting initiatives aimed at delivering exceptional service. Working closely with our branches and internal teams, you will actively contribute to optimizing customer experience!

Why become a part of the Bath Fitter Team?

• Remote Work Policy ;
• Complete group insurance ;
• Free gym access at the TN Plant ;
• 401K featuring employer contributions ;
• Attractive employee and corporate discounts ;
• Vacation and mobile days ;
• Opportunity for advancement and professional development ;
• There are many other advantages to discover when you join Bath Fitter!

What is the ideal profile for this position?

• College diploma in business or equivalent.
• 1 to 3 years of experience in customer service and/or sales.
• Proficiency in MS Office Suite (Excel), Windows, email, and Internet research. Knowledge of online surveys is an asset.
• Positive and empathetic attitude in written communications, with the ability to remain calm in challenging situations.
• Strong problem-solving skills, customer-oriented mindset, and ability to communicate complex information clearly and concisely.
• Excellent communication skills; proficiency in French is an asset.

As a Customer Experience Specialist, what will your responsibilities be?

• Manage and resolve customer escalations using effective communication and problem-solving techniques, while providing regular updates on the status of resolutions.
• Respond to customer messages on social media with accuracy and speed, contributing to a consistent customer experience.
• Participate in continuous improvement projects such as Medallia, referral initiatives, and Winback, handling related operational tasks.
• Collaborate closely with local branches and internal teams to gather information, resolve complaints, and develop improvement strategies.
• Respond promptly to customer comments, inquiries, and complaints, conduct follow-ups to ensure satisfaction, and analyze customer feedback.
• Track and report KPIs related to customer experience programs to measure performance and identify improvement opportunities.
• Identify and convert customer inquiries into potential sales opportunities.

We believe life is too short to not be passionate about what we do every day. Note that we are first and foremost looking for an authentic person to help us achieve our mission.

We look forward to meeting you!