Office Manager and Client Service Specialist

6 months ago

Kelowna, Canada Mountain Home Services Ltd. Full time

Company Overview:
Mountain Home Services is a family owned and operated company focused on employee’s growth with the belief that your growth fuels our growth. We also believe that if we find team members that represent the same key attributes that we will be able to grow with a team that all works well together Those attributes we hold dear include a detail mindset, great communication, empathy, humbleness, respectfulness, planful and organized and passionate about what they do

If you have a passion for owning the client experience, are tech savvy and have extensive experience teaching others how to get the most out of a companies CRM and have a motivational coaching style then you are someone we would love to work with for years to come

Our service portfolio includes Landscape Maintenance, Landscape Design Build services, Commercial Cleaning, Parking lot Maintenance, Irrigation services and our most recent addition, Landscape Lighting services. As we grow, we are striving to not loose sight of our client’s satisfaction and we need your help to do that In the last two years our administrative team has grown from one to three. We have made the decision to restructure to include an experienced office manager and client services specialist as one of those three roles. The key to this decision was to help support the administrative team with more focused leadership now and into the future. It’s the right time to add your skills to the team to ensure we are well structured for continued growth Leadership is the future of this role and you will start with two wonderful direct reports, however it is also a key client service and scheduling role that takes an active place in our day to day operations.

**Responsibilities**:

- Collaborate with division managers to schedule work projects efficiently, prioritizing client needs and optimizing resource allocation.
- Lead and support a team of two key administrators, one Book keeper and one Systems specialist. you will provide guidance, coaching, and mentorship to ensure their success and professional development.
- Oversee the maintenance and utilization of our Customer Relationship Management (CRM) system, ensuring accurate and up-to-date data entry and leveraging CRM insights to enhance the client experience and internal communication.
- Utilize CRM data to identify trends, opportunities, and areas for improvement, proactively implementing strategies to enhance client satisfaction and operational efficiency.
- Draw upon experience managing high-volume client interactions to optimize client service processes, streamline workflows, and enhance overall service delivery.
- Develop and implement Standard Operating Procedures (SOPs) and processes, supporting the team in the creation of these tools to improve efficiency and consistency.
- Constantly evolve job descriptions for administrative team members to reflect changing roles and responsibilities as the company grows, ensuring alignment with organizational objectives.
- Advise the General Manager on the need for additional roles or redistributing tasks to maximize the efficiency of existing roles.

**Requirements**:

- Proven experience in office or department management, preferably in a related industry.
- Strong understanding of Customer Relationship Management (CRM) systems and their role in driving client experience and internal communication. Direct experience with LMN (Landscape Management Network) would be a major asset
- Exceptional leadership and team management skills, with a track record of effectively leading and developing administrative or call center teams.
- Experience managing high-volume client interactions, demonstrating the ability to handle a large number of inquiries while maintaining high communication standards and follow up.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients, team members, and management.
- Detail-oriented mindset with a commitment to accuracy and data integrity.
- Ability to thrive in a fast-paced, dynamic work environment and adapt to changing priorities.
- Demonstrated empathy, work ethic, humbleness, and coaching abilities.
- Proficiency in developing and implementing SOPs and processes.
- Strong analytical skills and the ability to identify opportunities for improvement.
- Knowledge of organizational development principles and practices.

**Benefits**:

- Competitive salary and benefits package ranging from $65K - $75K dependant on experience.
- Positive and collaborative work environment.
- Meaningful work with an ownership group that is working in the business day to day
- Resources. No really. If you have a good plan on what you need and how it will grow the business, we will support you.

Well, that was a lot. If you’re still reading and feel you want to be part of a growing company and help build your next amazing team, then we want to meet you

**Job Types**: Full-time, Permanent

Pay: $65,000.00

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