About

Customer Experience Coordinator

Tecnet - Delivering Best-in-Class IT Solutions Since 1974

About Us
Tecnet is Canada’s longest-standing IT services provider, offering a wide range of solutions, including hardware, software, networking, and both physical and cyber security. With major hubs in Victoria and Vancouver, and over 35 Authorized Service Centres (ASC) across British Columbia, we’re committed to supporting communities across urban and rural areas with high-quality IT solutions.

Learn more about us at www.tecnet.ca.

Role Overview
The Client Experience Coordinator plays a key role in enhancing client satisfaction by collecting and analyzing feedback, supporting communication standards, and providing insights to internal teams. This role works closely with Account Managers and the Service Delivery team to ensure client concerns are addressed, recurring issues are escalated, and service performance is continuously improved. The successful candidate is someone who has a high level of technical aptitude, understands technology and business outcomes, and can translate technology to client outcomes.

The Client Experience Coordinator also contributes to Quarterly Business Reviews (QBRs), maintains communication templates, and supports cross-team initiatives aimed at improving the overall client experience.

Why Work with Us?

• Legacy of Excellence: Be part of a company with over 50 years of experience and a trusted reputation in the IT services industry.
• Career Development: We prioritize your professional growth with opportunities for training, certifications, and skill development.
• Diverse Challenges: Work on a wide variety of projects and solve unique technical challenges for a diverse range of clients.
• Work-Life Balance: Enjoy flexible hours, a supportive team culture, and a healthy balance between your work and personal life.

Schedule

This is a full-time permanent position with 8-hour shifts from Monday – Friday for a total of 40 hrs weekly.

What we Offer

Competitive Salary:

• $50,000 - $60,000 per year.

High Value Benefits:

• Extended Health Care
• Dental & Vision Care
• RRSP
• Paid Time Off
• On-Site Parking

Eligibility for benefits begins following six months of employment.

What You’ll Do:

Client Feedback & Reporting

• Collect and analyze client feedback using tools like NPS, CSAT, and surveys
• Report on feedback trends across Service Desk, Field Services, and Projects
• Provide Account Managers with performance insights for QBRs and client updates

Client Risk & Escalation Management

• Monitor recurring client frustrations and escalate risks appropriately
• Document and track client concerns to support resolution and follow-up

Communication Standards & Templates

• Maintain and enhance client-facing communication templates and standards
• Ensure clarity and consistency in ticket updates, dispatch notices, and project communications

Cross-Team Collaboration & Experience Improvement

• Support experience improvement initiatives led by the Service Delivery team
• Facilitate feedback loops between teams to address service gaps and improve satisfaction

What You’ll Bring:

Education & Experience

• Post-secondary education in business, communications, or a related field preferred
• Experience with client feedback tools and service performance metrics
• Proficiency in Microsoft Office and data analysis platforms

Communication & Collaboration

• Strong written and verbal communication skills
• Ability to work effectively across departments and teams
• Professional and client-focused approach in all interactions

Organization & Commitment

• Detail-oriented with excellent organizational and time management skills
• Commitment to service excellence and continuous improvement
• Adaptable and eager to learn in a fast-paced environment

Thanks for applying! While we appreciate every application, only shortlisted candidates will be contacted for an interview.

Job Types: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• Vision care

Application question(s):

• Are you currently living in Victoria, BC?

Education:

• Bachelor's Degree (required)

Experience:

• Microsoft Office: 3 years (preferred)

Language:

• English (required)

Work Location: In person