Client Experience Account Manager

Company: Peninsula Employment Services Ltd.

Job Title: Client Experience Account Manager 

Department: Client Experience

Salary: $50,000 - $55,000 per annum; commensurate with experience

Location: Vancouver, BC.

This is an on-site position.

About Us 

Peninsula Canada is a provider of external HR and OHS solutions; including, employment relations and health and safety advice, consultancy, BrightHR Software and Peninsula BrAIbox AI. We are providers to small and medium-sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Newfoundland and Labrador; with foreseeable plans of branching out to all provinces in Canada! Peninsula is a division of the Peninsula Group, based in Manchester, UK which operates in the UK, Ireland, Australia, New Zealand and, most recently, Canada. We employ over 3,000 people globally! Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies. 

 The Role of Client Experience Account Manager 

As a Client Experience Account manager, you will be the first point of contact for any client issues, concerns and retention enquiries. It is essential that you understand the client's needs and provide solutions. 

Day-to-Day Duties and Responsibilities 

• Offer consistent and superior support, ensuring high engagement and maximum utility of our services. 
• Conduct follow-up care calls to gather client feedback and ensure satisfaction 
• Act as the primary resolver for client concerns, with a keen focus on retention and positive outcomes.

• To ensure that all client service issues whether verbal or written are logged and acknowledged in line with established complaints handling procedures 
• Thoroughly investigate client service issues through discussion with the client and appropriate internal staff. 
• Resolve all client issues in a timely manner and at all times be focused on client resolution and retention. 
• Ensure that all client service issues are dealt with professionally and courteously 
• Review client service issues and decide on when a case needs to be forwarded to the Collections dept. and ensure the seamless handover when applicable 
• Forward any potential compliance matters to the Compliance team as soon as possible so that they may be under investigation in order to determine whether a compliance issue exists

The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the department and the overall business objectives of the organization. 

Education/Experience 

• Minimum of one (1) year experience in a client retention / client satisfaction role.
• Must have experience in client services, negotiations, and escalation management. 
• Previous experience of Salesforce is considered an asset. 

Work Hours 

• Monday to Friday; shifts vary depending on business needs. However, we generally operate from 9:00am to 5:30pm. 

What you Bring to the Team

• Exceptional service delivery through interpersonal communication skills, both verbal and written 
• A keen eye for detail, with the ability to thrive in our dynamic, fast-paced environment. 
• Ability to work independently and self-directed, as well as in a team 
• Proficiency with Microsoft Office tools. 
• An enthusiastic, proactive approach with a proven ability to handle pressure and challenges with a solution-oriented mindset. 

Why Work for Peninsula?  

• Day off on your birthday 
• Enhanced Benefits with Health and Dental Coverage 
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program 
• Downtown Location 
• Vacation Days increase after 2 and 5 years’ service 

Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process. 

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