Customer Excellence Manager

The Jonas workplace is dynamic and empowering and comprised of motivated self-starters who enjoy the thrill of working in a fast-paced environment.  The Customer Excellence Specialist is responsible for turning around struggling or unhappy customers to ensure their long-term satisfaction with our products and services.       
 

JOB RESPONSIBILITIES
Reporting to the Head of Operations, core responsibilities of the position are:
•    Collaborating with other departments (sales, support, account management, development and professional services) to identify struggling customers, put together a plan for resolving their issues and follow up to ensure their satisfaction
•    Coaching, developing and managing other customer excellence specialists and/or coordinators
•    Recommending and providing additional services including system audits and training
•    Assisting the Collections department with customer calls when they identify payment issues
•    Managing the distribution and follow up for customer survey results including support surveys, professional service surveys, system audit surveys, annual overall surveys
•    Working with other teams to optimize the customer experience strategy demonstrating a customer focused mindset at all times

JOB QUALIFICATIONS:
•    A proven passion for delighting customers and going above and beyond for them

•    Previous user of Club Caddie or Golf Operations experience
•    Knowledge of the Jonas product
•    Strong experience in accounting-based applications preferably in Club Industry, Service and/or related industries
•    Proven ability to meet deadlines
•    Proven ability to problem solve and teach others
•    Excellent organizational, time management skills
•    Excellent command of the English language (spoken and written)

Business Unit:

Club Caddie - Canada

Scheduled Weekly Hours:

40

Number of Openings Available:

1