The Automotive Industries Association of Canada (AIA Canada) represents, supports and leads innovation in Canada’s $37.8 billion auto care sector. With thousands of members across the country, our vision, research, training programs and advocacy supports Canada’s collision and mechanical sectors. Our best practices for the auto care industry help our members keep Canada’s fleet of almost 26.6 million vehicles on the road.

Whether you have been in a collision or require maintenance, our members help vehicles last longer, pollute less and keep drivers safer by offering Canadians any product or service a vehicle may need after it rolls off the dealership’s lot.

I-CAR is an international organization dedicated to providing the information required to perform complete, safe, and quality automotive repairs. I-CAR Canada is a training and recognition program run by the Automotive Industries Association of Canada (AIA Canada) since 2010 which aims to up-skill tradespeople in the collision industry.

Purpose of position

Reporting to the Team Lead, Collision Sector, the Customer Experience Coordinator, Collision Sector is a crucial member of AIA Canada’s collision sector growth engine.

This role is responsible for acting as the customers’ first point of contact for the I-CAR Canada training and recognition programs, assessing the nature of enquiries, responding personally, or directing callers to the appropriate staff member and managing multiple inquiries at once in a fast-paced environment.

The position plays a critical role for AIA Canada’s collision sector as it supports AIA Canada Management in the advancement and successful achievements of the I-CAR Canada program objectives.

This opportunity is a full-time, permanent remote position working 35 hours per week.

Responsibilities

• Provide bilingual (English and French Canadian) administrative and operational services in support of the I-CAR Canada program, including engaging in customer correspondence by answering telephone and email inquiries in a timely and courteous manner, and actioning items of high importance relating to customer and stakeholder issues and engagement.
• Investigate and resolve customer complaints or issues effectively, escalating when necessary to ensure timely resolution
• Collect customer feedback and insights to identify needs and areas of improvement
• Collaborate with cross functional teams to address issues, streamline processes and improve customer experience
• Maintain and strengthen existing and develop customer and stakeholder relationships, ensuring a positive experience.
• Proactively maintain internal databases of current and prospective customers to ensure accuracy and completeness.
• Support overall I-CAR Canada program revenue generation through the promotion and sales of I-CAR Canada training opportunities and recognition programs to customers
• Act as a representative of AIA Canada’s I-CAR Canada program at industry events and meetings.
• Other administrative tasks and duties as required.

Knowledge and experience

• Bilingualism (Canadian French and English): This position requires the use of both official languages at an advanced (or native) level in comprehension and writing.
• College degree or equivalent experience
• A minimum of 2 years’ work-related experience in customer service or customer relations.
• Ability to work with limited supervision as well as to demonstrate active listening and have a strong attention to detail, ensuring accuracy in all written communications, reports, and project tracking.
• Aptitude for working in collaborative team environments with a focus on proactive communication and relationship building.
• Possess organizational skills and flexibility to plan, initiate, organize and prioritize own work, to manage multiple projects and deal effectively with multiple deadlines.
• Experience working with CRM software and/or Microsoft Office Suite 365

Benefits of working at AIA Canada

• A comprehensive total rewards package
• Competitive wage and benefits
• Constantly challenging and rewarding environment
• A workplace culture that fosters a sense of collaboration
• Ongoing training and development opportunities
• We are working remotely and are happy to consider candidates who are located outside of Ottawa and prefer to be fully remote in Ontario. Please note, some travel is required throughout the year.