About the Role
Are you a problem-solver who loves making customers' lives easier? Do you enjoy untangling logistics challenges, building better processes, and delivering thoughtful service that actually makes a difference? If so, we'd love to meet you.
Danby is growing its student-focused Academic Rental program, and we're hiring a Customer Experience Coordinator to help us scale and shape this exciting area of our business. In this role, you'll directly support post-secondary students across North America, troubleshoot real-time challenges, and help refine the experience for thousands of customers.
This is a hybrid role based out of our Guelph, Ontario office, supporting our US-based Academic Rental program, so you'll get the best of both worlds: meaningful in-person collaboration and the flexibility of remote work.
What You'll Do
- Be the first point of contact for students using our rental program, providing friendly, efficient support via email, chat, and phone.
- Troubleshoot issues related to logistics, scheduling, deliveries, returns, and product usage with calm, solutions-focused thinking.
- Collaborate with internal teams (Operations, Logistics, Sales, IT) to resolve customer challenges and keep things running smoothly.
- Maintain accurate records of customer interactions, feedback, and resolutions in our support tools.
- Help build and refine workflows, SOPs, and knowledge-base documentation for this growing business area.
- Track and report on customer satisfaction (CSAT), support volume, response times, and recurring issues.
- Share insights and recommendations to help us continuously improve.
- Contribute to a culture of continuous improvement, accountability, and customer-first thinking.
What You'll Bring
Must-Haves
- Post-secondary diploma or degree in Business Administration, Communications, Hospitality, Customer Experience, or a related field (equivalent experience considered).
- 1–2 years of customer service experience — bonus points for logistics, scheduling, e-commerce, or student-facing services.
- Strong written and verbal communication skills with a friendly, professional tone.
- Excellent organizational skills, attention to detail, and time management.
- A natural problem-solver who enjoys figuring things out and improving how work gets done.
- Comfortable with Microsoft Office (Outlook, Word, Excel, Teams).
- Patience, empathy, and adaptability when supporting a diverse range of customers.
- Ability to work both independently and as part of a team in a fast-paced environment.
Nice-to-Haves
- Experience with CRM or ticketing platforms (e.g., Salesforce, HubSpot, Zendesk, Freshdesk).
- Experience working with cross-border (US/Canada) teams.
- Previous experience supporting post-secondary or student demographics.
Working Conditions & Flexibility
- Hybrid role: in-office at 5070 Whitelaw Road, Guelph on Tuesdays, Thursdays, and Fridays; option to work from home on other days.
- In-office training will be required during onboarding, with continued in-office presence on a scheduled basis.
- Office-based environment with frequent data entry, phone, and digital communication.
Why Join Us?
- Be part of a new, innovative program with room to grow and make an impact.
- Work in a collaborative, supportive environment that values ideas and initiative.
Our Commitment to Inclusion
We are committed to creating an inclusive, accessible environment where all employees and applicants feel valued, respected, and supported. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, we will provide accommodations during the recruitment process upon request.
Thank you to all applicants for your interest. Only those selected for interviews will be contacted.
Pay: $19.00-$22.00 per hour
Benefits:
- Employee assistance program
- Flexible schedule
- RRSP match
- Wellness program
Experience:
- Program management: 1 year (preferred)
- Program Development: 1 year (preferred)
- Customer service: 1 year (required)
Work Location: Hybrid remote in Guelph, ON
