Organization: Real Food for Real Kids
Location: East End of Toronto, ON
Job Title: Client Experience Coordinator
Compensation: Commensurate with experience
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. RFRK proudly serves nutritious meals and snacks to over 20,000 children throughout the Greater Toronto & Hamilton Area every day. We’ve also recently launched our Real Food Kitchen Delivery service (https://realfoodkitchen.ca/?utm_source=jpostings) to get our delicious food directly into households.
Our Client Experience Team is looking for an enthusiastic person who loves keeping clients happy and kids’ tummies full of delicious food 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 with an eye towards improving our products and services in ways that will improve the client’s experience and the overall functioning of the organization. They work collaboratively with other departments to run the day-to-day functions and to create and implement improvements.
They take on projects as needed and always think outside of the box to ensure relationships with clients are the best they can be.
Some of the things you’ll get paid to do:
Serve as the main contact for on-site staff, centre supervisors and directors for a portfolio of RFRK’s child care partner centres
Manage day-to-day client requests, concerns, and feedback based on client retention strategies
Maintain detailed and complete records of all communications (requests, compliments, complaints) with clients
Improve the client experience for your centres by working with other departments to resolve issues and by developing innovative and effective solutions with minimal support
Manage individualized client improvement plans to move clients along the NPS scale to Promoter Status
Process and maintain a monthly and annual schedule of information sent to our clients
Integrate new centres ensuring their transition to RFRK is smooth, strong and long-lasting
Assist with child care client promotions and attend special events
Survey clients and track key metrics to advance the continuous improvement of our service offerings
Visit clients on an ongoing basis (virtual visits during COVID)
Process client data changes
Act as a "team expert" or "team go-to" in an assigned portfolio of work
Manage client experience initiatives supporting ideation through execution
Using all available tools and practices, provide stellar customer service and support the Client Experience team in order to deliver on our mission, vision and values
Host tours or meetings for clients and children at the RFRK Kitchen (in-person or virtual)
Support in the creation and editing of client-facing designs and communications
College diploma/certification or University degree
Minimum 2+ years of customer service experience
Proficiency with MS Word, Excel, PowerPoint, Google Apps
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
French Language proficiency (written and spoken a major asset)
Experience working with FileMaker or other ERP system, Google Drive, MailChimp and WordPress are strong assets
Working at RFRK comes with other perks too:
Employee Savings Program (RRSP/TFSA Matching)
Benefits program including alternative and preventative health treatments
To apply, please upload your resumé and cover letter, including salary expectations, explaining why you’d be a great fit for this role!
Real Food for Real Kids is an equal opportunity employer. We strongly encourage applications from diverse backgrounds and communities.
Real Food for Real Kids welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
No phone calls or emails, please. We’ll contact applicants that fit the bill, and invite them in for an interview.
Thanks for your interest in Real Food for Real Kids!
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