Partner Care Coordinator

About the role

Partner Care is the front line of support for Awana Canada's partner churches, helping them with everything from curriculum inquiries to shipping concerns. The Partner Care Coordinator builds relationships with partner churches and handles data and shipment tracking with meticulous attention to detail. The role is full-time, Monday to Friday, 9am to 5pm.

Key responsibilities

• Answer phones, voicemails and emails in a timely manner
• Enter telephone and email orders into the online store
• Help customers track packages and resolve shipping issues, including complaints and order problems
• Work in and oversee partner records in ZOHO CRM, track account activity and keep records up to date
• Track registration numbers year over year and provide reports as requested
• Guide partners through the website and help them find information and resources
• Keep up to date with products, programs and curriculum
• Answer questions about accounts, process payments and donations, issue credits and send invoices and statements on request
• Notify direct reports of trends or challenges that need immediate action
• Take part in weekly team and departmental meetings, and carry out administrative tasks such as editing the yearly catalogue, tracking event registrations and payments, and updating website information
• Provide backup to Finance as required, such as picking up mail and making deposits

Required profile

• Over 3 years of experience in a customer service or care environment
• Passion for the vision and mission of Awana
• Legally eligible to work in Canada
• Willingness to complete a police background check and comply with Awana's child protection policies

Required skills

• Tracking, organizing, data entry and reporting
• Positive communication and phone etiquette
• Google Suite, ZOHO and Zoom

What we offer

• Salary with full benefits
• RRSP matching
• Two weeks of vacation plus a 1-2 week shutdown over Christmas

To apply, send a summary of your experience and interest by email to the Awana Canada opportunities team, stating your interest in the Partner Care Coordinator role.