Customer Support Coordinator

Summary

Join Second Harvest, Canada's largest food rescue organization, as a Customer Support Coordinator and make a meaningful impact on food security. This remote, full-time position offers a competitive salary and benefits package. You will provide first-tier support for the Second Harvest Food Rescue App, resolving customer inquiries and escalating issues as needed. The role requires meticulous attention to detail, excellent communication skills, and the ability to work independently and collaboratively. You will contribute to improving customer care standards and procedures, working closely with the Support Operations team. This is an opportunity to advance your career while contributing to a mission-driven organization.

Requirements

• Meticulous attention to detail and proficiency with data entry and reconciliation
• Excellent skills in building and maintaining relationships, with a strong focus on delivering exceptional customer service to our food donors
• Ability to work independently and manage multiple tasks and priorities while keeping the team informed
• Solutions-focused mindset, ensuring seamless coordination across teams and departments
• Flexibility in finding solutions to meet customer needs
• Ability to work 9:00 AM to 5:00 PM (EST)
• English/French Bilingualism

Responsibilities

• Actively listen, respond to, and trouble-shoot all customer inquiries for the Second Harvest Food Rescue App in a timely manner, as per our response time standards
• Tactfully and professionally resolve issues or escalate to the appropriate team member with the ultimate goal of making every customer interaction a positive one
• Track all customer communications in Microsoft Dynamics 365 to handle inquiries and create appropriate resolutions
• Working closely with the Senior Manager, Support Operations as well as the Support Operations team, contribute to the development/improvement of customer care standards, responses, procedures, and policies
• Perform other related duties as required or assigned to support the overall goals of the organization

Benefits

• A competitive salary paired with a robust benefits package
• Professional growth in a role that makes a real difference
• Flexible work hours and a commitment to work-life balance