Coordinator, STEP Program and Team Operations
CNIB Foundation, Canada
Job Description
Term: Full Time
Location: Calgary BC
Summary:
The Coordinator, STEP Program and Team Operations, will be responsible for managing the fulfillment of the Alberta STEP (Specialized Technical Equipment Program), including customer orders based on 3rd party product recommendation and authorization forms.
The Coordinator, STEP Program and Team Operations will also play a key role in changing the lives of Canadians who are blind or partially sighted by improving independence at home, work and play through in-person consultations through the new SmartLife Centre. Actively providing assistance and support to potential and current clients through drop ins, booked appointments and organized workshops held regularly through the CNIB SmartLife Centre to expose them to the possibilities with modern day accessible technology.
Main Responsibilities
In this role, you will change what it is to be blind today by:
The position entails, but is not limited to the following general responsibilities:
STEP
- Receive, review and process product orders from third party authorizers, ensuring accuracy
- Ensure accurate payment processing in accordance with industry and CNIB Foundation best practices
- Ensure the accuracy and maintenance of customer and order tracking on our CRM database
- Assist in the packaging and shipping of customer orders
SMARTLIFE
- Assist in building and maintaining customer relationships by leveraging the portfolio of CNIB accessibility products, services, and programs.
- Building strong, positive relationships with participants and seeking insight into their unique needs, goals, and lived experiences, to better tailor appropriate solutions.
- Educating participants of the current accessible high-tech solutions that are the future and the present through hands-on and virtual demonstrations and product testing groups.
- Welcoming and greeting people entering the SmartLife Centre.
- Assisting participants in navigating the SmartLife e-commerce site and completing purchases within the SmartLife Centre through the Point-of-Sale system.
- Responding to inquiries and booking SmartLife consultation appointments.
- Triage and aid in troubleshooting defective products with clients.
GENERAL ADMINISTRATION
- Bank deposits
- Supporting onboarding of new staff
- Office supply orders
- Data entry
- Leasing and room rentals
- Organize, maintain, train and schedule reception volunteers
- Work with building operator regarding facility cleanliness, repair and maintenance requests
- Receive, date, and distribute mail and deliveries for CNIB and tenants
Problem Solving / Time Frame of Impact
- Ensure internal systems are maintained and contractual obligations are met, including financials and reporting.
- Able to provide timely and creative solutions that support the requirements of this role.
- Use effective communications, questioning, listening and empathy skills to identify opportunity and match appropriate resolutions to situations.
Leadership
- Takes initiative in providing information and assistance to clients regarding assistive aids.
- Takes initiative in providing administrative support to the office, other team members and works collaboratively with other departments to achieve CNIB’s integrated customer care goals.
- Takes initiative to keep abreast of assistive aids available through the SmartLife Centres and Website.
Requirements
Knowledge and Skill Requirements
- Developed interpersonal/influencing skills sufficient to quickly develop a rapport with customers, uncover their needs, and determine best resolution for inquiry.
- Detailed oriented with excellent time management and organization skills.
- Demonstrated computer skills and competence with standard computer tools associated with business and project management (MS Office suite).
- Ability to multi-task between high volumes of inquiries from varying mediums in an efficient manner.
- Adaptive to change and an innovative thinker.
- Experience in Customer Service/Sales an asset.
- Reliable, organized, and able to work with minimal supervision
- Personal or professional experience relating to blindness and vision loss is considered an asset.
- Excellent verbal and written communication and superior interpersonal skills. Portrays the appropriate professional image.
- Knowledge in accessibility and adaptive technology.
- Excellent analytical, problem definition and problem-solving skills.<