Manager, Client Services

6 months ago

Edmonton, Canada Alberta Construction Safety Association Full time

The Alberta Construction Safety Association (ACSA) is a registered independent not-for-profit society whose Mission is:_
- _
- Leverage industry _
- expertise_
- through engagement, products, services, and education to support the continuous improvement of the safety culture in Alberta's construction industry_
- ._

**Manager, Client Services**

**Duties and Responsibilities***:
**Management of Administrative Functions**:
***Oversee and enhance Registration and Reception administrative functions. Manage the National Construction Safety Officer/National Health and Safety Administrator program, including acceptance, equivalencies, exams, etc.

**Operational Efficiency**:
***Manage the call queue to ensure timely and effective response to inquiries.
- Continuously improve workflow by creating and revising procedures.

**Relationship Building**:
***Build and foster relationships across ACSA departments and offices to facilitate work coordination. Ensure stakeholder needs are met through effective collaboration.

**People Management***:
***Resolve problems and address performance issues within the team.
- ** **Handle work assignments, new staff hiring, orientation scheduling, and training.

**Strategic Contribution**:
***Contribute to management meetings and strategic planning.
- ** **Provide updates and reports to the Board or Leadership team regarding client services.

**Qualifications**:
**Education**
- Post-secondary certificate/diploma in Business Administration or related field. Strong computer literacy skills. Proven experience in client services management or a related role.

**Experience**
- 3 - 5 years of related experience. Sales and/or customer service background an asset.**Job Requirements an**
**d Skills**
- As a front-line team leader, acts as a role model, and leads team to high performance.- Actively seeks opportunities for process improvement within operations and is open to developing new, creative approaches to challenges.- Collaborates with various stakeholders within the organization, leveraging effective communication and cooperation to drive positive outcomes in the organization’s initiatives.- Responsible for recruiting, selecting, training and supervising the team of client service professionals.- Conduct performance evaluations, provide coaching and feedback, address any performance issues.- Work in collaboration with Information Management department to oversee call centre technology, including call routing systems, LMS and CRM software and any related tools and platforms.- Handle escalations effectively and demonstrate a proactive approach to client satisfaction- Develop and implement efficient client service strategies, policies, and procedures to enhance productivity, quality and client satisfaction.- Stay updated on industry trends, best practices, and emerging technologies related to client service operations.- Participate as part of ACSA’s leadership team.**Logistics**
- Adaptable work schedules within standard operational hours from 7:30 am to 4:30 pm.- This role operates on a hybrid work model, based out of our Edmonton office.- Directly reporting to the CEO- Only those applicants invited to participate further in the hiring process will be contacted.

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