Customer Relations Administrator

Reports to:  Customer Operations Manager 

Location:  Calgary, Alberta 

Job Type:  Full-Time, In-Office, Permanent

MANDATE 
As a member of the Customer Success team, the Customer Relations Admin will act as a versatile first point of contact for LivingWorks Customers (Organizations, Trainers, Learners/Helpers). This role blends customer success administration, online training set-up and fulfillment support for Customers and Learners, and office coordination responsibilities to ensure a positive experience for all LivingWorks Stakeholders. While highly organized and efficient in their work, they also possess a strong customer service & sales mentality, seeing every interaction as an opportunity to provide the best possible customer experience and to increase LivingWorks reach. 
 

KEY ACCOUNTABILITIES 

Customer Success Administration: 

• Ensure exceptional customer experience by communicating clearly and responding to inquiries with empathy and professionalism. 
• Triage, route, and escalate inbound email and phone inquiries, ensuring accurate and timely responses in accordance with established triage and routing business rules. 
• Maintain a working knowledge of product information and support system processes to assist with basic issue identification, troubleshooting, or escalation as required. 
• Meet or exceed response time expectations, monitoring shared inboxes and phone lines to ensure rapid follow‑through and prevent delays in customer support. 
• Support Customer Success teams in preparing invoices and reports as required. 
• Support internal departments by monitoring and maintaining data accuracy within the CRM (Salesforce). 
• Participate in team meetings and contribute to ongoing process improvement initiatives. 
• Provide backup support for material orders and fulfillment, procurement processing, and general customer success team activities, including lead communication as needed.  

Online Program Fulfillment: 

• Own end‑to‑end process of online program purchases, ensuring timely and accurate handling of customer information and order details. 
• Support the onboarding, engagement, and ongoing success of organizations and individuals who have purchased or are considering additional purchases of online programs. 
• Create quotes and invoices in Shopify for e‑learning purchases. 
• Collaborate with the support team to set up single learner enrollments and manage group configurations within LivingWorks Learning Management Systems. 
• Update Salesforce with all e‑learning purchases to ensure accurate tracking and reporting. 
• Ensure customer support inquiries are addressed in a timely manner, including fielding questions and escalating issues in accordance with established policies and procedures. 
• Monitor all four LivingWorks Shopify storefronts for purchases of LivingWorks START and FAITH. 
  

Receptionist and Office Coordination 

• Greet and assist in‑person visitors, ensuring a professional and welcoming first point of contact. 
• Accept grocery deliveries, verify contents, and organize items in designated kitchen areas. 
• Care for office plants weekly to maintain a welcoming workspace.
  
• Receive, log, and distribute packages securely and promptly. 
• Manage key cards and security tags, ensuring records are maintained in the visitor sign‑in system.
  
• Perform additional administrative duties as required to support overall office operations. 

EDUCATION & QUALIFICATIONS 
Skills & Qualifications: 

• Diploma or certification in a relevant field, or equivalent experience. 
• Minimum 2-3 years in customer service, office administration, or similar front-line support role. 
• Proficiency in Microsoft Office. 
• Experience with CRM (Salesforce) and e-commerce platforms (Shopify) is an asset. 
   

Core Competencies: 

• Positive interpersonal abilities with a strong commitment to customer service. 
• Excellent organizational skills with strong attention to detail and accuracy. 
• Strong verbal and written communication skills. 
• Ability to work independently and collaboratively.