Posted last month
Customer Experience Coordinator
@ CAA Niagara
Thorold, Ontario
Overview
CAA Niagara is hiring a Customer Experience Coordinator on a full-time 12-month contract in Thorold, ON, paying $43,000 to $46,000 a year. The role analyzes customer surveys, resolves member complaints, trains new hires and builds cross-departmental service initiatives. Work is in the office with frequent typing and mousing.
Pay:
$43,000–$46,000 a year
Responsibilities:
- Analyze customer surveys across business lines
- Respond to survey detractors and resolve issues
- Train new hires on member programs and systems
- Complete quality assurance assessments and coach staff
- Maintain FAQ register and escalation model
Requirements summary:
- 5+ years direct customer service experience
- Experience training adult learners
- Strong Microsoft Word, Excel, Outlook, PowerPoint skills
- Strong conflict resolution skills
- Excellent interpersonal and communication skills
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · dayforce-feed
- Employer posting date
- 2026-09-28
- First seen by our source
- 2026-10-13
- Source record updated
- 2026-10-15
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 5+ years |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Perks mentioned | Wellness, Paid training |
Summary and details written by AI from the posting; the employer’s posting is the authority.
CAA Niagara
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
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Full company description
CAA Niagara employs over 300 employees who support providing service to more than 163,000 Members across the Niagara Region. We offer our members access to an ever-expanding range of useful and reliable services that give peace of mind - from your own backyard to just about anywhere your wanderlust takes you. We operate under the guidance of a Board of Directors, who ensure continued financial viability and the fulfillment of CAA Niagara's strategic direction on behalf of its Membership.
- LinkedIn followers
- 1,898
- People associated on LinkedIn
- 126
- Reported office locations
- 3271 Schmon Pkwy, Thorold, ON L2V 4Y6, CA
- 76 Lake Street, St. Catharines, ON L2R 5X9, CA
- 155 Main Street East, Grimsby, ON L3M 1P2, CA
- 800 Niagara Street, Welland, ON L3C 5Z4, CA
- 6788 Regional Road 57, Niagara Falls, ON L2J 1B4, CA
- Business categories
- Hospitality
- Non Profit
- Travel
- Other recorded names
- CAA Niagara Talent Management Team
- CAA Niagara
- Specialties
- Membership
- Roadside Services
- Travel Consultation
- Home & Auto Insurance
- Travel Medical Insurance
- Member Rewards/Discounts
- and Community Support
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
CAA Niagara employs over 300 employees who support providing service to more than 163,000 Members across the Niagara Region. We offer our members access to an ever-expanding range of useful and reliable services that give peace of mind - from your own backyard to just about anywhere your wanderlust takes you. We operate under the guidance of a Board of Directors, who ensure continued financial viability and the…
| Field | Value |
|---|---|
| Industry | Travel Arrangements |
| Company size | 201-500 employees |
| Headquarters | Thorold, ON |
| Organization type | Nonprofit |
| Year founded | 1911 |
| Specialties | MembershipRoadside ServicesTravel ConsultationHome & Auto InsuranceTravel Medical InsuranceMember Rewards/Discountsand Community Support |
| Open jobs on Jobsy | 15 |
| View page |
Who We Are
CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.
A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day!
Location: Thorold, ON
Status: Full-Time Contract (12-months)
This posting is to fill an existing vacancy.
About the Role
Reporting to the Member Services Manager, the Customer Experience Coordinator is responsible for supporting multiple business lines/departments with a focus on optimizing the best customer experience across CAA Niagara. The role requires an individual who consistently ensures the delivery of a positive internal and external customer experience, looking for opportunities and recommendations for the management teams.
This role offers an annual salary range of $43,000 - $46,000. Placement within this range will be determined based on the successful candidate’s qualifications, skills, and experience.
Key Responsibilities
- Analyzes customer surveys (Medallia) across all business lines, looking for trends and opportunities for each department. Identifies key messaging and data and deliver to management.
- Responds to detractors of customer surveys, seeking resolution for the customer but also collecting detractor information and recommendations for management of respective teams.
- Diffuses/deescalates situations, seeking resolution effectively.
- Completes quality assurance surveys/assessments, providing coaching feedback to manager with focus on maintaining high standards of customer service and product knowledge.
- Create and own a register of frequently asked questions + pro tips: Continue to add and improve it to provide support to all frontline facing team members
- Trains new hires in member programs/systems and services, creating jobs aids and ensuring comprehension of material.
- Trains and assists in coaching team members on personalizing the customer experience while promoting loyalty programs
- Support the creation and execution of an escalation model, across all departments, supporting a uniformed approach to supporting customers. Interact with members/customers to help solve any problems or answer questions they may have around their membership or services.
- Support multiple managers with a variety of cross-departmental initiatives and projects, all focused on the alignment of delivering a superior customer experience across CAA Niagara.
- Acts as a role model by providing exemplary customer service using CAA Niagara’s service standards.
Qualifications & Skills
- Superior knowledge and first-hand experience delivering exceptional customer experiences
- Excellent interpersonal skills
- A real ability to effectively communicate and build rapport with both visitors and employees at all levels.
- Strong conflict resolution skills
- Ability to keep confidences: Leading with integrity and professionalism at all times
- An adaptable and flexible approach
- Ability to prioritise and flex to get the best results
- High levels of attention to detail
Education & Experience
- 5+ years of direct customer service experience
- Experience in delivering training to adult learners
- Strong knowledge and direct use of Microsoft programs: Word, Excel, Outlook, PowerPoint
- Proven ability to create documents to aide in facilitation of training programs
Working Conditions
- In office work: frequent typing and mousing
- Frequent interruptions
What’s In It For You
- 100% employer-paid premiums for health, dental, vision, life, and travel insurance
- Virtual healthcare and nurse navigation support
- Growth, training, and development opportunities
- Give Where You Live program (community volunteer program)
- Green and Wellness Reimbursement Program
Interview Process
Our process is designed to provide a full picture of how you would contribute to our team:
- Pre-screening call
- In-person interview
- Assessment (if applicable)
- Background and references
- Offer
CAA Niagara is an equal opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at [email protected]
We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.
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