Customer Experience Coordinator

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Summary

Contract, hourly Customer Experience Coordinators support Kumon North America’s Customer Service function and its mission is to efficiently and effectively handle all responsibilities surrounding lead management. The intent is to streamline operations to align with Customer Relationship Management (CRM) implementation and launch. The Customer Experience Coordinator bridges the gap between the customer and the Kumon brand. The role and responsibility of this person is to ensure that each touchpoint across the customer journey is engaging, efficient and effective.

This role is a Kumon North America role, open to applicants who are based in the Montreal area. This role typically reports to Kumon's Montreal Branch Office. Due to the COVID-19 pandemic, this role will report remotely until further notice.

The working hours for this role are 7.5 hours a day, anytime between 9:00am EST-8:00pm EST as determined by management.

This is a an hourly, contract role and there are three open positions available. This role will not be eligible for benefits or paid vacation. This role will be required to work up to 40 hours except for statutory holidays (i.e. Dec 25th, Jan 1).

Salary range: $23.81 - $25.66 an hour.

Responsibilities

1. Answer calls to 1-800-ABC-MATH regarding potential Enrollment (leads). Manage calls being made by new customers who seek information about the Kumon Program and are interested in booking a parent orientation. The Customer Experience Coordinator will work closely and in collaboration with all things related to Customer Relationship Management (CRM).

 

2. Manage all Kumon Lead Management System (KLMS) change requests from Franchisees.

1. Parent Orientation availability update requests - setting up the initial meeting between Instructors (Franchisees) and Parents/Guardians
2. Kumon Lead Management System (KLMS) Account change requests
3. Responsible for consultation with Instructors about Parent Orientation (PO) availability and escalating to Branch Manager (BM) when necessary

3. Manage Franchisee questions regarding Kumon Lead Management System (KLMS) operations/system components

    1.  Online Scheduler
    2.  Center Scheduler
    3.  Telephone System
    4.  Electronic Enrollment

 

4. Manage updates to Kumon Lead Management System (KLMS) components and ensure alignment of updates and operations across Branding, Field Operations and Customer Experience

 

5. Support CRM launch on lead management side

  

Qualifications

• High school diploma or higher education required
• Basic Microsoft Powerpoint skills required
• Intermediate skills required:

◦ Computer/technical skills
◦ Microsoft Work and Microsoft Excel
◦ Analytical skills
◦ Clerical/Administrative
◦ Communication - oral and written
◦ Time management and prioritization

• Customer service experience preferred
• French- speaking fluently is strongly preferred
• Spanish-speaking preferred, but not required

Thank you for interest in Kumon!