Client Service Manager

2 months ago

Markham, Canada Water Babies Markham Full time

**Responsibilities**:

- To coordinate, develop and maintain the client administration systems, standards and operational procedures
- To lead and direct on all day to day operational interaction with the instructor
- To take responsibility for the management of NEMO
- To manage, coordinate and direct the planned re-booking cycles for the business
- To enhance the relationships with pools whenever possible
- To actively seek out new pools and highlight areas where new pools are required.
- To ensure all accidents are clearly documented, actioned and reported
- To ensure all pool risk assessments and associated documentation are updated to comply with any necessary statutory compliance
- To closely monitor and report on pool capacity utilization & pool downs
- To manage, record and report on complaints & customer feedback received and any relevant outcomes
- To be responsible for the coordination and reporting on the pool margins, utilisation, customer retention, client numbers as part of the monthly/termly business planning review processes to meet the business KPI’s
- To provide back up and support to the whole team
- Any other duties as may be deemed appropriate.

We are looking for someone who:
Personal Motivators
- Enjoys talking to lots of different people
- Gets a buzz from having lots of different things to do
- Likes to take responsibility for solving problems as they arise
- Enjoys meeting customers’ needs
- Likes to enthuse others about Water Babies

Resilience
- Shows positive emotions to customers
- Remains calm with difficult customers
- Is able to understand the feelings of others

Interpersonal Dexterity
- Builds rapport quickly over the telephone
- Able to communicate clearly
- Can explain concepts simply and confidently

Intellectual Capability
- Can multi-task
- Is able to create order and process
- Completes tasks to high standards
- Can switch from one thing to another quickly

Water Babies Ltd reserves the right to vary the content of the job specification, after consultation, to reflect the changes to the job without changing the general character of the post or level of responsibility.

**Salary**: $43,000.00-$50,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Ability to Commute:

- Markham, ON L3P 6M4 (required)

Work Location: In person

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