Client Experience Coordinator

Client Experience

Client Experience Coordinator

Reports To : Client Experience Manager

Job Status: Full Time, Permanent, Salaried

Work Hours: Monday to Friday, 9:00pm to 5:00pm

Work Location: Hybrid (3+ days onsite at Saulter, with regular onsite collaboration at RFRK facilities and client visits)

Compensation: $48,000 to $53,000 per year, dependant on experience

About Real Food For Real Kids:

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 thousands of children throughout the Greater Toronto & Hamilton Area every day. We’re well poised for growth into new markets and planning for significant expansion over the coming years.

Our Client Experience team is looking for a fantastic person 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!

The Position 

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, acts with empathy and is consistently working to improve our products and services in ways that will meet evolving client needs. They recommend thoughtful improvements to the Client Experience Manager and ensure the voice of the client is always represented in department and company decision making. They have a strong understanding of the day to day functioning of the business and seek out interactions with RFRK’ers on other teams to learn more

Some of the things you’ll get paid to do

• Serve as the main contact for a portfolio of RFRK’s child care partners. 

• An RFRK expert. Able to answer all queries from clients to support; day to day needs, contract/financial queries, menus, allergen management, delivery and service policies.

• Act with empathy and composure in stressful situations

• Manage day-to-day client requests, concerns, and feedback

• Provide Client Experience Managers with suggestions for improvement based on client needs

• Maintain detailed and complete records of all communications with clients

• Work directly with other departments to resolve issues and provide solutions

• Provide personalized experiences for clients using a dedicated ‘happiness’ budget

• Provide all necessary documentation to clients (menus, allergen forms etc)

• Onboard new centres with virtual and in person trainings as required

• Engage, in person, with clients as often as possible either at their centre or at the Kitchen

• Survey clients and track key metrics 

• Process client data changes 

• Manage client experience initiatives supporting ideation through execution

• Support in the creation and editing of client-facing communications

Required Education & Experience

• 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 

Additional Skills

• 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 

Nice-to-have

• French Language proficiency

• Experience working with CRM, database/ERP system, and WordPress 

Role Specific Competencies 

• Friendliness

• Positivity

• Helpfulness

• Calmness

• Customer Oriented

Working at RFRK comes with other perks too:

Benefits & Savings Programs

• Performance-based annual bonus  

• Comprehensive benefits starting on Day 1, inclusive of a Health Spending Account and a Wellness Spending Account 

• Competitive RRSP Matching program

• RESP Matching program for up to 2 children

• Family comes first!  We offer parental leave top up programs for new parents  

• Access to virtual Healthcare Professionals through our 24/7 dedicated Employee Assistance Program 

• Fuel your day with the healthy, delicious food we proudly make, served daily in our staff cafeteria

• Real Rewards for Great Work - Recognize your coworkers and receive peer shout-outs through our recognition platform, where points can be redeemed for gift cards

We Value Fresh Minds

• Generous vacation time to support a healthy work-life balance

• Eight Wellness Days each year, giving you the flexibility to rest, recharge, and take care of yourself
  

Continuous Growth

• Annual learning & development stipend to support your professional growth 

• Exciting career opportunities within a mission-driven organization

• Mentorship program designed to support your career development and long-term success 

This position is being advertised because the role is currently vacant and requires staffing. As required under Ontario’s employment-standards regulations, this publicly advertised posting is for an existing vacancy. Interested applicants are welcome to submit their application for consideration.

To apply, please upload your résumé and cover letter, including salary expectations, explaining why you’d be a great fit for this role. If you meet almost all of the requirements and are not sure if you should apply, apply anyway! We may see something special in your application that sets you apart from the rest.

Real Food for Real Kids is an equal opportunity employer. We value diversity and inclusion in our workplace and at all levels of our organisation. We strongly encourage applications from diverse backgrounds and communities.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.

Please note: As part of our recruitment process, we use automated tools and artificial intelligence technologies to assist with application review. These tools are used to support, not replace, the hiring team’s evaluation of your qualifications and fit for the role.

Thanks for your interest in Real Food for Real Kids!

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