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Job Title: Member Experience and Service Enhancement Coordinator

Reports To: Member Experience and Service Enhancement Director

Group: Member Experience and Service Enhancement

 

The CALIFORNIA ASSOCIATION OF REALTORS is looking for a skilled and enthusiastic Coordinator to join our Member Experience and Service Enhancement team! The Member Experience and Service Enhancement Coordinator will help carry out the organization’s customer experience (CX) initiatives and strategy. The Member Experience team will evaluate all of our members interactions with the Association to ensure that they are useful, usable, and enjoyable while focusing on eliminating pain points and creating seamless end-to-end, intuitive processes. This includes looking at products, services, communication vehicles, in-person events, and any other touchpoints with the members.

 

The Coordinator will play an integral role in member experience projects by partnering with various groups in the organization to identify and prioritize CX improvement initiatives, developing member journey maps to understand their experience, creating member personas and empathy stories, and ensuring that staff is equipped to use information about our members and their experiences in their day-to-day roles at the organization. The Coordinator will work closely with the Member Experience Insights Manager (who will measure customer sentiment through transactions and relationships) to use data to ensure that the business engages in customer-first, data driven decision making. Overlay data against the journey to draw conclusions and drive specific plans and practices to continually refine and improve the member and employee experience.

 

Responsibilities:

  • Identify CX improvement initiatives for improving current and future products, services, and processes by working with stakeholders across the organization and evaluating data with the Insights Manager.
  • Reach out to members who have called our Customer Contact Center and completed surveys to get additional feedback.
  • Create seamless end-to-end experiences for the member that are intuitive while creating alignment in the organization.
  • Coordinate brainstorming sessions, journey mapping discussions, and focus groups with staff and members to identify solutions.
  • Develop member journey maps and member empathy stories that will be incorporated into all projects in the organization. Test and validate journey maps to update them as needed.
  • Facilitate learning and information sharing opportunities among staff to better understand what members experience as well as empathize with them. Find ways to engage staff in CX projects and carry those principles into their day-to-day role.
  • Participate in other impactful special projects for the Association as needed.
  •  Perform other job duties as assigned.

Minimum education required

Bachelor’s degree in Communications, Business or related field required

Minimum Experience Required

1-2 years of experience, preferably in a customer-facing role.

Skills Required

  • Create a culture of customer centricity within group and company
  • Self-starter with the ability to work independently Intermediate to advanced level in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
  • Ability to use analytics and insights to drive decision making Empathetic, intellectually curious, and customer centric
  • Excellent communication, presentation, and storytelling with data skills
  • Strong collaboration skills and ability to work with cross-functional teams
  • Ability to function effectively in a variety of challenging situations and circumstances, including difficult project deadlines, demanding customers, tight budgets, and evolving goals and objectives.
  • Highly organized and dependable with high level of attention to detail
  • Ability to work effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner.
  • Excellent work ethic and attendance.
  • Consistency in giving feedback regarding work progress, timetable and issues.
  • Experience with developing journey maps and customer personas preferred
  • Knowledge of agile project management preferred

 

Leading the Way…TM isn’t just a slogan at the CALIFORNIA ASSOCIATION OF REALTORS® (C.A.R.).  As one of the largest state trade organizations in the United States, C.A.R. provides members with tools to help complete transactions, information to keep them nimble in the marketplace and a strong clear voice on the government steps in Sacramento.  How do we do it?  We start by hiring friendly, talented people committed to working toward those common goals

 

Headquartered in sunny Los Angeles, C.A.R. offers business casual wear, an on-site exercise room, a health and wellness program including lunch and learns with guest speakers, a FitBit® program, and collaborative working areas. 

 

What else?

Medical, dental, vision, vitamin reimbursement, 401(k) retirement plan, 11 paid holidays, and more. 

 

C.A.R. staff stand by a set of core values that make us the best in the business.  Take a look for yourself and see what we are all about  www.car.org

 

For consideration - qualified applicants only please - submit cover letter and resume (in .doc, .docx, or .pdf format) to:  resumes@car.org

 

C.A.R. and/or its subsidiaries and agents will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

 

Sorry! Due to the heavy volume of resumes we receive, only candidates being considered will be contacted directly. We appreciate your interest in employment opportunities with the CALIFORNIA ASSOCIATION OF REALTORS®.

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