Client Service Manager

2 weeks ago


Sherwood Park, Canada Smart Start Canada ULC Full time

**Client Services Manager**

Full Time

Requisition ID: 1127

**DEPARTMENT**: Canada Call Centre

**LOCATION**: Smart Start Canada ULC, Unit 120, 2899 Broadmoor Blvd. Sherwood Park, AB T8H 1B5

**REPORTS TO**: Call Centre Director

**SHIFT**: 9:00 AM-5:30 PM Mon-Fri (hours may vary depending on call centre requirements)

***:
The client services manager is responsible for the initial and ongoing development of call centre agents. This individual will be required to facilitate training for the Install/Admin team and manage the Admin Team Lead. Provide agent’s the opportunity to achieve performance results in key performance metrics including quality assurance, attendance, schedule adherence, call time metrics, and other performance factors by delivering exceptional customer service, acting as a role model of expected behaviors, and completing duties assigned by the director.

**This position requires the individual to work within the Sherwood Park office.**

**DUTIES AND RESPONSIBILITIES**:

- Management of 15 employees working in the Install, Admin, Appointment, and Client Texting queues
- Manage the Admin Team Lead
- Collaborate and report to the director on weekly team progress.
- Create and manage agent work schedules based on call volume trends.
- Ensure shift coverage 24/7. Will be responsible for weekend agents.
- Manage client Escalations alongside the Quality Control Manager
- Exceptional conflict resolution skills
- Excellent communication skills
- In-depth knowledge of all provincial procedures
- Results-oriented mindset
- Ability to work under pressure while remaining positive and calm.
- Conduct regular reviews of all call centre agent’s performance and organize training sessions for underperformers.
- Manage ADP requirements.
- Accountable for the documentation of all coaching and corrective action
- Performance evaluations
- Demonstrates leadership, integrity, and reliability.
- Works collaboratively with other Senior members of the Call centre.
- Proficient in the use of computers & troubleshooting
- Create and manage hiring of new employees.
- Phone calls in the respective area of expertise, when required.

**SKILLS REQUIRED**:

- Sales-oriented, confident, and customer-focused
- Prior call centre experience
- Has the highest degree of courtesy and professionalism to resolve customer issues with one call-resolution.
- Good work ethic.
- Excellent phone etiquette and active listening skills
- Excellent verbal and written English communication skills.
- Active listening and multi-tasking skills
- Must be very dependable and have exemplary attendance and punctuality.
- High school diploma or equivalent
- Must be able to pass a criminal background check.
- Must be proficient in Microsoft software.
- Must be computer savvy.
- Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
- Demonstrates advanced customer service skills on a daily basis.
- Exemplary attendance and punctuality
- Assume ownership of the position and accountability for information relayed to customers.
- Must be effective and efficient when working in a team environment.
- Conducts research and analysis to determine the root of problems and independently makes decisions on how to handle problems or unusual situations, escalating to a manager as needed.

**EXAMPLE OF DAILY ROUTINE**:

- Review sent escalations; coach agents if needed.
- Respond to agent portal customer escalation calls.
- Jump in or take over calls that escalate from trainees.
- Check CCC incidents and coach when needed.
- Help with agent questions on teams throughout the day.
- Schedule training sessions with agents making frequent errors or follow-up training.
- Help maintain training material.
- New user creations and computer setups
- Create employee yearly reviews.
- Keep Training OneNote updated. Always make notes of discussions and get employee acknowledgment.
- Misc tasks provided by upper management.

Schedule:

- Monday to Friday
- Weekends as needed

Work Location: In person



  • Sherwood Park, Canada Sephora Full time

    **Job ID**: 232378 **Store Name/Number**: AB-Emerald Hills (1572) **Address**: 700 Emerald Drive Box E, Sherwood Park, AB T8H 0P5, Canada (CA) **Full Time/Part Time**: Full Time **Position Type**: Regular **You’ll love working here** As the Manager, Client Services & Experience, you will be responsible for managing all aspects of the sales experience and...


  • Sherwood Park, Canada SGS Full time

    **Company Description**: - We are SGS - the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 98,000 employees operate a network of 2,650 offices and laboratories, working together to enable a better, safer and more interconnected world._ Welcome to SGS...


  • Sherwood Park, Canada Park Mazda Full time

    **Job Title: Experienced Service Manager** **Company Overview**: Join our dynamic team at Park Mazda, a family-owned and operated automotive dealership committed to providing top-notch service and building lasting relationships with our customers. We pride ourselves on delivering exceptional service while fostering a collaborative and supportive work...


  • Sherwood Park, Canada Four Points by Sheraton & TownePlace Suites by Marriott Sherwood Park Full time

    **Job description** **Guest Service Manager Responsibilities**: - Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room. - Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction. - Implementing procedures to...


  • Sherwood Park, Canada Tenaris Full time

    At **Tenaris**, you will join a global network of professionals working together toward a common goal: shape the future of **energy** through advanced **tubular products and services**. If you want to become part of a diverse team that values results, analytical approach to problem solving and teamwork, **Tenaris **is the place for...

  • Cleaning Staff

    7 days ago


    Sherwood Park, Canada Birchwoode cleaning Service Full time

    Overview: We are currently seeking a Cleaner to join our team. As a Cleaner, you will be responsible for maintaining cleanliness and tidiness in various facilities And homes. This is a physically demanding role that requires attention to detail and the ability to work independently. Must be ok with pets. **Responsibilities**: - Perform commercial and...


  • Sherwood Park, Canada Excelsior Physiotherapy, Massage, Acupuncture Group of Clinics Full time

    We are Looking to hire **Full-time or Part-Time Administrative/ Receptionist** to join our collaborative team in **Edmonton and Sherwood Park AB** ! This is great opportunity to work on a multidisciplinary team and learn from like-minded professionals! Excelsior Group of clinic is multidisciplinary clinic. We provide Physiotherapy Massage and Acupuncture...


  • Sherwood Park, Canada Excelsior Physiotherapy, Massage, Acupuncture Group of Clinics Full time

    We are Looking to hire **Full-time or Part-Time Administrative/ Receptionist** to join our collaborative team in **Edmonton and Sherwood Park AB** ! This is great opportunity to work on a multidisciplinary team and learn from like-minded professionals! Excelsior Group of clinic is multidisciplinary clinic. We provide Physiotherapy Massage and Acupuncture...


  • Sherwood Park, Canada Excelsior Physiotherapy, Massage, Acupuncture Group of Clinics Full time

    We are Looking to hire **Full-time or Part-Time Administrative/ Receptionist** to join our collaborative team in **Edmonton and Sherwood Park AB** ! This is great opportunity to work on a multidisciplinary team and learn from like-minded professionals! Excelsior Group of clinic is multidisciplinary clinic. We provide Physiotherapy Massage and Acupuncture...


  • Sherwood Park, Canada Strathcona County Full time

    The Customer Service Supervisor is responsible for the daily operation of the Strathcona County RCMP detachment customer service (front counter) team. This includes the supervision and leadership of municipal staff and ensuring that interaction with clients is according to policies and procedures. **Responsibilities**: - Provide leadership, direction,...


  • Sherwood Park, Canada LIGHTVU INC. Full time

    Education: Bachelor's degree - Experience: 2 years to less than 3 years **Tasks**: - Establish and implement policies and procedures - Assign, co-ordinate and review projects and programs - Manage telecommunication traffic supervisors and staff - Troubleshoot and resolve technical problems - Manage contracts - Oversee the preparation of reports - Advise...


  • Sherwood Park, Canada Blackstone Industrial Services Full time

    Blackstone is an innovative service company supporting rotating equipment throughout all types of industries. Blackstone supplies field services, parts, and repair for a wide range of industrial rotating and static equipment. Blackstone specializes in repair, maintenance, commissioning, turnaround, overhaul, installation, and engineering services for...


  • Sherwood Park, Canada Strathcona County Full time

    As part of the Facility Operations branch leadership team, the Tenant Services Supervisor provides day to day supervision and leadership of janitorial, security, parking management and other tenant services and service contracts for the Community Centre and other County owned facilities. This position plays a key role as a tenant’s advocate by ensuring the...

  • Program Manager

    4 weeks ago


    Sherwood Park, Canada Alberta Health Services Full time

    **Your Opportunity**: **Description**: Responsible for strategic initiatives such as implementing a Referral Outlook Scheduling system to maximize services to clients in the community (timely access to care and elimination of waitlist), to implement more efficient use of clinicians as well as performance management of frontline staff. Instrumental in...


  • Sherwood Park, Canada Southern Cross Industries Ltd. Full time

    Education: Secondary (high) school graduation certificate - Experience: Will train **Tasks**: - Address customers' complaints or concerns - Arrange for billing for services - Arrange for refunds and credits - Issue receipts and other forms - Maintain records and statistics - Receive and log complaints - Receive payments - Advise clients on advertising or...


  • Sherwood Park, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Project Manager

    4 weeks ago


    Sherwood Park, Canada MSCP Heat Management Solutions Full time

    **1 The Company** MSCP provides highly innovative technical and organizational solutions for Heat Management in the Energy sector. It was founded in 2011 to assist the Oil and Gas Industry but it is rapidly expanding into Water treatment and Renewables. **2 The Market** Our Heat Management System is rooted in the synchronization and coordination of a...


  • Sherwood Park, Canada Global Studios Inc Full time

    Work Term: Permanent - Work Language: English - Hours: 40 hours per week - Education: Bachelor's degree - Experience: 1 year to less than 2 years - or equivalent experience **Work setting**: - Willing to relocate **Tasks**: - Develop promotional materials - Hire, train, direct and motivate staff - Manage contracts - Market business services - Plan and...

  • Project Manager

    6 days ago


    Sherwood Park, Canada Aman Builders Full time

    **Project Manager** **Sherwood Park, AB** AMAN Builders is an industry leader and one of Alberta's quality construction companies that is built on a foundation of strong employee and client relationships. We have been recognized for demonstrating an outstanding commitment in leadership, our support for the global community and our green initiatives. Our...


  • Sherwood Park, Canada FILCAN CARS Full time

    Your Day-to-Day Listen to the clients to help meet their needs Be empathetic to the client’s needs, wants, and concerns Be patient and guide clients through a thorough buying process supported by the established sales framework. Complete vehicle quotes and explain financing and warranty options for new and pre-owned vehicles Transfer ownership of a...