Communications Specialist, Customer Experience (CX)

Communications Specialist, Customer Experience (CX)

Step into the dynamic world of customer experience as our Communications Specialist! You'll be the force behind delivering unforgettable customer interactions, working closely with the Manager, Customer Experience. Your mission? To create and deploy engaging customer-facing materials, uncover trends in customer feedback, and respond to customer commentary with purpose. As a key player in our team, you'll ensure our customers are not just satisfied, but delighted, all while upholding our brand's standards.

Lead internal and external initiatives to refine the customer experience.

Monitor and analyze customer feedback data to identify trends and areas for improvement.

Respond to customer inquiries and reviews (i.e., Google Reviews) in a timely and professional manner.

Maintain a centralized library of customer communication materials, including emails, notifications, and documentation, as well as how these are deployed.

Collaborate with cross-functional teams to ensure consistency in external communication standards and meeting their business needs.

Support the Manager, Customer Experience in optimizing user experience for the Metergy customer portal and Metergysolutions.com website.

Participate in customer journey mapping initiatives to identify pain points and opportunities for improvement throughout the customer lifecycle.

Coordinate customer feedback surveys and analyze results to provide actionable insights.

Support strategies to improve customer engagement and retention.

Ensure that all communications and branding are consistent across customer touchpoints, including web, portal, and communications.

Organize and participate in customer focus groups to gather feedback and insights.

Track and report on key performance indicators (KPIs) related to customer experience initiatives.

Other duties as assigned.

Bachelor's degree in marketing, Business, Communications, or a related field.

3-5 years of experience in communications, customer experience, marketing, or a related role. Co-op experience counts!

Proficiency in using customer relationship management (CRM) systems ie. Salesforce, and other relevant software, Microsoft 365, etc.

Familiarity with the following platforms is preferred: Google analytics, SendGrid, and Medallia (Stella Connect).

Strong critical thinking skills with the ability to interpret customer feedback data.

Excellent written and verbal communication skills.

Ability to work collaboratively with cross-functional teams.

Detail-oriented with strong organizational skills.

Knowledge of UX/UI principles and methodologies is a plus

Knowledge of SEO principles is a plus

• 100% company covered heath and dental benefits from day 1

• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching

• Grow with us! We cover annual fees for your professional designation

• Paid personal and sick days on top of your vacation

• Summer hours to enjoy the weather

• Company sponsored social events & more!